Expectations and Perceptions of Services Recipitions on Services Quality of 120 Bed Sizes Community hospital Nakhon Sri Thammarat
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Abstract
This research aims to study and compare clients’ expectations and awareness of the service quality of a community hospital with 120 beds in Nakhon Si Thammarat. An accidental sampling was used to select a sample group of 400 service users of outpatient department. A questionnaire consisting of close-ended questions on the clients’ personal factors, expectations and perceptions towards the hospital service quality was used as a data collection instrument. The statistical analysis included percentage, mean, standard deviation and t-test. The results revealed that in overall, their expectations on the service quality of the hospital were high whereas their awareness pointed to the need of improvements. When comparing the levels of expectations and awareness of the service quality, it was found that there was a statistically significant difference at the level of .05. The results obtained from this research can be used as a guideline to improve the quality of services of the hospital so as to meet clients’ expectations in the future.
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