NURSING SERVICE QUALITY OF OPHTHALMOLOGY OUTPATIENT DEPARTMENT, SINGBURI HOSPITAL AS THE CUSTOMERS’ EXPECTATIONS

Abstract

This research is a survey research that aims to study the nursing service quality based on the expectation of customers, and to compare the quality of nursing services at the ophthalmology outpatient department in Singburi Hospital, classified by gender, age, education level, income, the number of visits to the service, hearing hearsay of customers’ mention. This research was conducted on customers who were treated at the ophthalmology outpatient department and
selected by simple random sampling of 60 people. The data was collected from August 2018 to January 2019. The service quality measurement concept of parasuraman et al. was adopted and used as the research instruments comprising 26 items. Content validity by experts was passed and .97, Cronbach’s alpha coefficients respectively. Data was analyzed by using percentage, mean, standard deviation, Independent t -test and One-way ANOVA. The results showed that:

1. Most of Singburi Hospital customers samples of at the ophthalmology outpatient department is 53.33% female and the sample group is between 41-50 years old, the highest is 25.0%, most of them are bachelor's degree and higher. Accounting for 26.67 percent on average, income is less than 3,000 baht per month and 5,001-10,000 baht, representing 23.33%. The number of visits to the service is more than 3 times 33.33%., and most are positive of hearing hearsay of customers’ mention 45.00%.
2. Customers’ expectation about nursing services quality in the ophthalmology outpatient department in Singburi Hospital Overall, it was at a high level. When considering each item, it was found that the highest average score was the expectation of nursing service quality, the concrete of nursing service, and the confidence in nursing service with a high level of average. Next is the expectation of trust in the high level and the lowest average score is the customers’ expectation of nursing service quality is at a high level.
3. Nursing service quality at ophthalmology outpatient department in Singburi Hospital, according to the customers expectation in different age groups were statistically significantly different at .05. And found that the expectations were statistically significantly different at .05, the age groups of 30-39 years had different expectations from the 50-59 year old group and the group of over 70 years old. In the group of over 70 years old are statistically significantly different expectations from the 40-49 age group at .05. The nursing service quality at ophthalmology outpatient department in Singburi Hospital, according to the expectations of customers who have sex, level of education, income, the number
of visits to the service, hearing hearsay of customers’ mention, differently, was found that expectations
are not different.