Factors of Service Quality Affecting the Decision Making to Use Service of Nabon Hospital in Nakhon Si Thammarat
Keywords:
Factors of service quality, decision to use service, Nabon HospitalAbstract
The purposes of this research were: 1) to investigate the factors of service quality affecting the decision to use the services of Nabon Hospital in Nakhon Si Thammarat; 2) to study the relationship between the factors of service quality in 5 dimensions and the decision to use the services of Nabon Hospital; and 3) to study the factors of service quality affecting to the decision to use the services of Nabon Hospital. The samples in this study consisted of 400 service users selected by random sampling. The research was conducted through questionnaires that were given a reliability index of 0.94. The statistical tools used were mean, standard deviation, the Pearson correlation coefficient, and multiple regression analysis. The research results indicated that the overall factors service quality affecting to the decision making to use service of Nabon Hospital were in the high level ( = 3.97). When considering each aspect, reliability was in the highest mean level ( = 4.04). Hypotheses testing revealed that responsiveness, empathy, tangibility, assurance, and reliability related to decision making with statistical significance levels of 0.001. The most important factors of service quality affecting the decision was responsiveness with a statistical significance of level of 0.001.
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