Service Quality Expectations and Perceptions of the Insured at Kasemrad Hospital, Rattanatibeth, Nonthaburi Province

Abstract

          The purposes of this research were: to study the service quality expectations and perceptions of the insured, and to study the difference between their service quality expectations and perceptions at Kasemrad Hospital, Rattanatibeth, Nonthaburi Province. The sample consisted of 400 persons. The research instrument was a questionnaire. The statistics tools used were percentage, mean, standard deviation, t-test, and F-test (One-Way ANOVA).

           The results of the research revealed that the overall level of service quality expectations of the insured was at the highest level. With consideration of each aspect, it was found that the aspect with the highest average was the response to service recipients; and the aspect that had the lowest average at a high level was fairness in service. The service quality perception was overall. With consideration of each aspect, it was found that the aspect with the highest mean was sympathy; and the lowest mean at the moderate level was the response to the service recipients. The difference between expectation and perceived quality of service was that service quality expectations exceeded the perceived quality of service in all aspects. As for insurers Also, the insured with various individual factors had different expectations and perceptions of service quality.