Effectiveness of Innovation to Evaluate Customer Satisfaction with Vichai's 7 Color Balls Model at Sirindhorn College of Public Health Phitsanulok

Abstract

This quasi-experimental study, using a single-group time-series design, aimed to examine the effectiveness of an innovative satisfaction assessment tool, the “7-level Life Traffic Light Ping-Pong,” among service recipients at Sirindhorn College of Public Health, Phitsanulok Province. The sample consisted of 42 participants selected through purposive sampling. Data were collected using a satisfaction assessment administered at three time points. The reliability coefficients for the 4-point, 5-point, and 7-point satisfaction scales were 0.72, 0.84, and 0.94, respectively, and analyzed with descriptive statistics and the Friedman test.

The results showed that the majority of participants were female (54.8%), with a mean age of 57.74 ± 14.00 years. Most were married (71.4%), held a bachelor’s degree (57.2%), were retired government officers (45.2%), and had an average monthly income of 27,542.62 ± 13,770.40 baht. When comparing satisfaction scores across 4-point, 5-point, and 7-point scales over the three measurement periods, no statistically significant differences were found. However, after standardizing the scores, the 7-point satisfaction scale demonstrated significantly higher scores than both the 5-point and 4-point scales at the 0.05 significance level. Therefore, it is recommended to promote the use of the 7-point satisfaction scale in conjunction with the Life Traffic Light Ping-Pong innovation in healthcare settings to enhance the sensitivity in distinguishing levels of satisfaction. Further studies in other contexts are also suggested.