Service quality of Outpatient and Inpatient departments, Community Hospital
Keywords:
ผู้รับบริการคุณภาพบริการ, แผนกผู้ป่วยใน, แผนกผู้ป่วยนอกAbstract
The purpose of this descriptive study was to investigate how inpatient and outpatient department clients perceived the quality of the services they received. We utilized purposive random sampling to obtain a sample of 210 inpatient and 204 outpatient patients. The instruments included assessments that evaluated both the perception and expectation of hospital service quality. The questionnaires exhibited reliability, as indicated by Cronbach's alpha coefficients of 0.93 and 0.94, respectively. Employing descriptive statistics, the researchers examined the data.
The results indicated that 1) outpatient clients rated the aspects of tangible reliability, responsiveness, assurance, and empathy of service quality as worse than what they expected 2) The inpatient clients expressed a higher perception of tangible service quality in comparison to their expectations. Conversely, they held lower expectations regarding the reliability, responsiveness, assurance, and empathy of service quality. The results provide hospital and nursing administrators with crucial foundational information for developing and planning service quality that meets clients' expectations.
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