The Factors Predicting Clients’ Satisfaction of Out-Patient Department Service in The Chinnakhet Hospital
Keywords:satisfaction; Out-Patient Department service; the Chinnakhet Hospital
This predictive correlation research was to determine the factors for predicting the level of client satisfaction provided by the Out-Patient Department--OPD of the Chinnakhet hospital. The samples were collected from April to August 2019. The sample consisted of 350 service receivers, the clients in OPD of the Chinnakhet hospital. They were selected by a simple random sampling technique. The instruments used in this study were a questionnaire about sociodemographic, a questionnaire of client satisfaction toward the service of OPD of the Chinnakhet hospital (Trakulboonnate, 2017). Data were analyzed using a descriptive statistic, Chi-square test, Spearman’s rank correlation coefficient, Pearson’s product correlation coefficient, and Stepwise multiple regression analysis. The results found that the mean scores of clients’ satisfaction toward the service of OPD of the Chinnakhet Hospital were at a high level. By examining the stepwise multiple regression for predicting the level of client satisfaction provided by the Out-Patient Department, OPD of the Chinnakhet Hospital, it was found that the factors that could predict this status included waiting time, monthly income, number of service visits, medical treatment rights and occupation. All five variables were able to predict chest pain status at 47.2 per cent. Based on the findings, the results from this study provide beneficial information for developing a service management system to be more quality and standard in the future.
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