Service Quality Outpatients at Kasemrad Hospital Ramkhamhaeng Bangkok

Tosaporn Mahamud

Authors

Tosaporn Mahamud Graduate School of Business Administration, Kasembundit University, Bangkok

Keywords:

Quality of Service, Hospital Outpatient Department, Satisfaction

Abstract

The objective of this study was to evaluate the quality of service in the outpatient department at Kasemrad Hospital, Ramkhamhaeng. The statistical methods employed for hypothesis testing included the t-test and ANOVA analysis, utilizing the F-test (One-way ANOVA), Pearson Product Moment Correlation, and Multiple Regression Analysis.

Findings and Recommendations: The study highlights several recommendations for improving healthcare services. It is essential for healthcare facilities to have doctors, professional nurses, and specialized staff with expertise. There should be a preparation of standard and modern equipment to ensure readiness for service at all times. The staff should be attentive to patients, dispense quality medication, and facilitate treatment services that are both accurate and reliable. Services should be delivered with promptness and gentleness, following a sequence of uncomplicated steps, allowing users easy access to the service. Additionally, cost estimates and information on various rights should be clearly communicated to service recipients. Providing useful advice and follow-up after service is also crucial.

References

Bebko, C. P. (2000). Service intangibility and its impact on consumer expectations of service quality. Journal of services marketing, 14(1), 9-26.

Bosworth, B. (2005). Economic growth in Thailand: The macroeconomic context. world Bank project on the investment climate, firm competitiveness and growth in Thailand. Available at: http://www.brookings.edu/es/research/projects/develop/develop. htm.

Clammer, J. (2013). Culture, development and social theory: towards an integrated social development. Zed Books Ltd.

Gozzoli, P. C. Medical Tourism, Medical Hub and Thailand 4.0.

Greenhalgh T, Swinglehurst D, Stones R. (2014). Rethinking resistance to ‘big IT’: a sociological study of why and when healthcare staff do not use nationally mandated information and communication technologies. Southampton (UK): NIHR Journals Library; 2014 Nov. PMID: 27466649.

Harryono, M., Huang, Y. F., Miyazawa, K., & Sethaput, V. (2006). Thailand medical tourism

cluster. Harvard Business School Microeconomics of Competitiveness, 1-31.

Lee, K. (2008). The World Health Organization (WHO). Routledge.

Plummer, M. G., & Click, R. W. (2009). The ASEAN economic community and the European experience. In Towards Monetary and Financial Integration in East Asia. Edward Elgar Publishing.

Teh, I. (2007). Healthcare tourism in Thailand: Pain ahead?. Asia-Pacific Biotech News, 11(8), 493-497.