Service Quality Affecting Customers’ Satisfaction by Chularat Hospital in Samutprakan Province
Article Sidebar
Main Article Content
Abstract
The purpose of this research was to investigate the service quality affecting customer satisfaction of the service of Chularat Hospital chain in Samutprakan Province. The sample was 138 outpatients of Chularat Hospital chain in Samutprakan Province using accidental sampling. A research instrument for data collection was a questionnaire. The statistical analyses employed in this study were mean, standard deviation, Pearson product moment correlation coefficient, and stepwise multiple regression with statistical significance level at 0.05. The results showed that 1) the overall service quality of Chularat Hospital chain in Samutprakan Province was high level. 2) The overall customer satisfaction of the service of Chularat Hospital chain in Samutprakan Province was high level. 3) The service quality on the empathy (x5), the responsiveness (x3), and the tangibles (x1) could forecast the customer satisfaction of the service of Chularat Hospital chain in Samutprakan Province at 88.70%.
Article Details
1. Any views and comments in the FEU Academic Review Journal are the authors’ views. The editorial staff have not to agree with those views and it is not considered as the editorial’s responsibility.
2. The responsibility of content and draft check of each article belongs to each author. In case, there is any lawsuit about copyright infringement. It is considered as the authors’ sole responsibility.
3. The article copyright belonging to the authors and the Far Eastern University are copyrighted legally. Republication must be received direct permission from the authors and the Far Eastern University in written form.
References
Aday, L. A. & Andersen, R. (1974). A Framework for the Study of Access to Medical Care. Health Services Research Journal. 9(3), 208-220.
Aliyeva, I. (2015). Relationship between Service Quality and Patient Satisfaction in Case of TRNC. (Master’s thesis, Master of Arts (Marketing Management), Eastern Mediterranean University).
Chularat Hospital Group. (2020). Background and history of Chularat Hospital Group. Retrieved February 2, 2020, from https://www.chularat.com/about.php?lang=en. [In Thai]
Cronbach, L. J. (1970). Essentials of psychological testing. New York: Harper & Row.
K.V.D.H.S.Kalutharawithana & N.S.Jayawardena. (2017). The Impact of Service Quality towards Customer satisfaction in Private sector Hospitals-A Case Study on the ABC Private Hospital in Sri Lanka. International Journal of Scientific & Engineering Research. 8(12), 375-384.
Leekitchwatana, P. (2015). Research Methods in Education. (10th Edition). Bangkok: Mean Service Supply. [In Thai]
Ninkitsaranont, P. (2019). Private Hospital Business Trends in 2019 - 2021. Retrieved December 9, 2019, from https://www.krungsri.com/bank/getmedia/42e5f42d-4465-4304-92af-60e3c2539460/IO_Private_Hospital_190624_TH_EX.aspx. [In Thai]
______________ . (2020). Private Hospital Business Trends in 2020 – 2022. Retrieved September 2, 2020, from https://www.krungsri.com/getmedia/f6fe3e6d-58c2-45ff-8187-2a9433a2ad7e/IO_Private_Hospital_200902_TH_EX.pdf.aspx. [In Thai]
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. 49, 41-50.
Paridhi Pathak. (2017). An Analysis of Outpatients’ Perceived Service Quality and Satisfaction in Selected Private Hospitals of Kathmandu. Journal of Business and Social Sciences Research (JBSSR). 2(1&2), 69-84.
Sanitlou, N., Sadphet, W. & Napa-arak, Y. (2019). SAMPLE SIZE CALCULATION USING G*POWER PROGRAM. Journal of Suvarnabhumi Institute of Technology (Humanities and Social Science). 5(1), 496-507. [In Thai]
Taqdees Fatima, Shahab Alam Malik & Asma Shabbir. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality & Reliability Management. 35(6), 1195-1214.
Tharapan, S. (2018). Service Quality and Customer Relationship Management Affecting Trust, Satisfaction, and Users’ Loyalty toward Private Hospitals in Pathumthani Province. (Master’s thesis, Master of Business Administration, Bangkok University). [In Thai]
Wehnam, P. D., Nelson, J. & Lauraine, M. N. (2015). Client Satisfaction and Health Services Delivery in an African Public Clinics: The Case of Mutare, Zimbabwe. Management and Organizational Studies (MOS). 2(2), 68-72.