ความคาดหวังและการรับรู้คุณภาพบริการพยาบาล ของผู้บริหารการพยาบาล และพยาบาลวิชาชีพ โรงพยาบาลสมเด็จพระยุพราชในเขตภาคตะวันออกเฉียงเหนือ Expectation and perception of nursing service quality among nurse administrtors and professional nurses at Crown Prince Hospital Northeast area

Abstract

This descriptive research aimed to study mean score the level of expectation and perception towards nursing service quality and nursing administrators and professional nurses, compaire mean score the level of expectation and perception towards nursing service quality among nursing administrators and professional nurses working at various Crown Prince Hospitals located in Northeastern Thailan.The sample groups were 101 from nurse and 513 from professional nurses. The method to develop instrument used process of translation and adaptation of instruments includes the following steps Forward translation-and Expert panel Back-translation, it was found to be highly reliability (Conbach’ coefficient = 0.95).                  The collected data was analysed by frequency distribution, percentage, mean and standard deviation, Independent Sample      T–test.Research showed that: Mean score and level of expectation High of perception, Significant differences mean score and level of perception and expectation of the sample group were found in the dimensions of Reliability, Assurance and Empathy.  However, no significant differences mean score were found in the dimensions of Tangibility and Responsiveness.

In concludtion, the only significant differences noted was between the expectation of nursing administrators relative to the perception of registered nurses along three  dimensions of nursing service quality: Reliability, Assurance and Empathy.  Using the gaps model that serves as the basis of SERQUAL instrument, these differences highlight that gaps exist. These gapsindicate that service quality related to Reliability, Assurance and Empathy, thats mean not satisfaction of quality. This study suggested that  nursing administrators should anouce quality and safety policy, professional nurses must training quality and safety and excellent service.