Comparing Service Quality Factors affecting Trust of client Out Patient Department Sisaket Hospital

Abstract

This research was cross-sectional research. The research was aimed to the level of trust. Service quality factors and comparison of service quality factors affecting clients' trust at outpatient departments. Sisaket hospital. The sample consisted of 399 clients.  The instruments was questionnaire. Reliability of the instrument, it was found that tangibility, reliability, responsiveness, assurance, empathy and trust of clients were 0.93, 0.91, 0.91, 0.95, 0.95 and 0.94 respectively. The statistical analysis was conducted by using mean, percentage, standard deviation and Factorial ANOVA. The results showed that the majority of the sample were female. Most ages are between 20-40 years old. Most of the education level is below a bachelor's degree. Most of their income is less than 10,000 baht per month. Most of the occupations are farmers / general contractors. Most of them are more than 20 km. from Sisaket hospital. Most of them convenient to travel to Sisaket Hospital. There were no underlying diseases 83.2 %. Average number of service visits 4 times per year. Analyzing overall trust, it was found that the level of trust was 46.4 %, followed by high and low, 41.4 % and 12.2 %, respectively. The service quality factor, it was found that the tangibility, reliability, responsiveness and assurance factor most of them were at a moderate level of 49.6 %. 44.1 %. 43.6% and 50.1 % respectively. But for the Empathy, it was found that most of them were at a high level of 95.5 %. Comparing the service quality factor with the trust. The results of the variance in the trust score were found that the responsiveness, assurance  and empathy had statistical significance with  trust score (P < 0.05).  As for the tangibility and reliability no effect on the trust score. But the interaction between tangibility,   reliability, responsiveness, assurance and Empathy have a common effect on trust scores (P < 0.05)