The service quality and service marketing mix of plastic surgery clinic affecting customer satisfaction case study plastic surgery clinics in Chonburi, Thailand
Keywords:
Service Quality, Customer Satisfaction, Service Marketing Mix, Plastic SurgeryAbstract
The purposes of this research were to (1) study the service quality factors of plastic surgery clinic affecting customer satisfaction; (2) study the relationship between service quality factors of plastic surgery clinic and customer satisfaction; and (3) study the relationship between service marketing mix of plastic surgery clinic and customer satisfaction, case study plastic surgery clinics in Chonburi, Thailand. This research was quantitative research. The data were collected by questionnaire from 400 patients who have experienced to get the medical treatment at least in plastic surgery clinics in Chonburi, Thailand. Data analysis used were percentage, mean, standard deviation, Pearson Correlation Coefficient.
The results showed that most respondents were female, aged between 26-33 years, single and with bachelor degree. A majority of them were employee with an average monthly income between 20,001-40,000 Baht. The level of overall service quality factors of plastic surgery clinic affecting customer satisfaction was at a high level and the doctor concern was at the highest mean. The level of overall service marketing mix of plastic surgery clinic was at a high level and the product was at the highest mean. The level of overall customer satisfaction toward plastic surgery clinic was at a high level and the doctor care was at the highest mean. Finally, the service quality factors of plastic surgery clinic and service marketing mix of plastic surgery clinic were non-significance relationship with customer satisfaction at the .05 significant level.
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