Guidelines for increasing service quality of hospital service recipients in case studies
Article Sidebar
Main Article Content
Abstract
The objective of this article is 1) To study the level of service quality and user satisfaction at a hospital in the case study, and 2) To present strategies for improving the quality of service for hospital patients in the case study. The research design is quantitative, using the concept of service quality development, with the SERVQUAL theory (Parasuraman, 1985; Zeithaml, 1985 and Berry., 1985) as the research framework. The research area is the hospital in the case study, and the sample group consists of 385 hospital service users. A non-probability sampling method was used, with a convenience sampling approach for data collection. The research tool is a quantitative tool, specifically a questionnaire, and data analysis was performed using basic statistics, including mean, percentage, and standard deviation. The findings of the research are as follows
1) Service quality; The level of tangibility factors in service delivery has the highest average score of 3.30, with the factor of understanding and recognizing the service users having the lowest average score of 3.03 2) Satisfaction: The level of coordination factors has the highest average score of 3.15, while the factor of service costs has the lowest average score of 2.82.
2) The strategies for improving The objectives of this article are:To study the level of service quality and customer satisfaction of hospital service recipients in the case study. To propose guidelines for improving service quality for hospital service recipients in the case study. The research follows a quantitative approach, using the service quality development concept based on the SERVQUAL theory as the research framework. The study area is the hospital in the case study. The sample group consists of 385 hospital service recipients, including those attending follow-up appointments for chronic diseases, emergency and accident cases, and common colds. The sampling method is non-probability sampling with convenience sampling applied. The research tool used is a quantitative instrument, specifically a questionnaire. Data analysis is conducted using basic statistics, including mean, percentage, and standard deviation. The research findings indicate that: Service quality: The tangible aspects of service quality had the highest mean score of 3.30, while recognition and understanding of service users had the lowest mean score of 3.03. Customer satisfaction: The coordination factor had the highest mean score of 3.15, while service costs had the lowest mean score of 2.82. Guidelines for improving hospital service quality: There are four key approaches: Approach 1: Flexible personnel management. Approach 2: Support and development of professional skills. Approach 3: Enhancing personnel resource efficiency. Approach 4: Strengthening the workforce.
Findings from this study provide insights into the level of service quality and customer satisfaction, which can be used to identify strategies for enhancing service quality. g the quality of service for hospital patients in the case study include four approaches: Strategy (1) Flexible personnel management Strategy (2) Supporting and developing professional skills Strategy (3) Enhancing the efficiency of human resource utilization Strategy, and (4) Strengthening the workforce
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
Amonrada, T., & Wuttigrai, N. (2023). The Use of Telemedicine Systems to Improve The Quality of Healthcare Services in Hospitals in the Bangkok Metropolitan Area and Its Suburbs. Procedia of Multidisciplinary Research, 1(7), 1-12.
Aniwat, K., & Mattana, W. (2024). Human resource information system for the primary educational service area office. Journal of MCU Buddhapanya, 9(6), 155-169.
Busaran, L. (2022). The Study of Influence of Service Quality Affecting on Customer Satisfaction in Using Tire Service Center [Master's Thesis, Mahidol University].
Chaliya, O., Benjawan, S., & Manee, C. (2012). Strategic Human Resource Management for Increasing Job Efficiency of Sub-District Administrative Organization Officers in Uttaradit Province. Journal of Graduate Studies in Northern Rajabhat Universities, 2(2), 161-172.
Koinapa, S., & Saowaluk, J. (2022). The Effect of Service Quality on Behavioral Intention of fort Suranari Hospital Users. Nakhon Ratchasima College Journal Humanities and Social Sciences, 16(1), 33-45.
Napaporn, B. (2024). The Satisfaction of Out-Patients Department Service in The Suddhavej hospital Faculty of Medicine Mahasarakham University. Journal of Nursing and Health Sciences, 4(1),7-17.
Pawinee, T. (2017). The Importance of Service Quality for Business Success. Kasem Bundit Journal, 18(1), 219-231.
Piyaned, C. (2024). Service quality of Outpatient and Inpatient departments, Community Hospital. Journal ofHealth Sciences Scholarship, 11(1), 1-17.
Ratthanan, R., Pongsin, W., & Phrit, S. (2018). Proposed Management Strategies for In-service Education to Enhance the Personnel Competency of the Royal Thai Army. Journal of Education, Chulalongkorn University, 46(1),87-99.
Sukanya, M., & Boonchird, P. (2013). Service Quality of Community Hospital, Pathum Thani Province. Graduate School Journal of Valaya Alongkorn Rajabhat University Under the Royal Patronage, 7(1), 36-47.
Sutad, W., & Kanokporn, C. (2022). Effects of Service Quality and Delivery Efficiencyon Customers’ Continued Use of Maintenance Services. Social Science Journal of Prachachuen Research Network, 4(2), 1-16.
Thanyarat, S., & Suthiphon, M. (2023). Satisfaction of Clients at HRH Princess Chakri Sirindhorn Medical Center. Eau heritage journal science and Technology, 9(1),87-96.
Wachira, K., & Kittithat, Y. (2022). Quality service of juvenile and family court office of the court nakorn si thammarat province. Procedia of multidisciplinary researcharticle, 68(1), 10.
Wilawan, P., & Wipawee, S. (2017). A Model and Mechanisms for Applying Knowledge Gained from Best Practices in Professional Development Activities to Enhance the Quality of Education for the Whole School System in the Context of Phayao. Journal of Chandrakasemsarn, 29(2), 16-239.
Witoon, N., Thipkhumporn, K., & Siriporn, J. (2016). Expectationand perception of police officers in metropolitan area toward police general hospital servicequality. Journal of the Police Nurses and Heaith Science, 8(1), 82-96.
Yutthasak, P. (2017). Academic Management Strategy of the Air War College According to the Concept of Strategic-level LeaderusCompetencies Enhancement of Royal Thai Air Force. Journal of Education, 45(1),176-193.
