Expectation and Perception of Medicine of Postpartum Mothers on Service Quality on Thai Traditional in Public Hospital District Songkhla Province
Keywords:
Expectations, Perception of Service, Postpartum MothersAbstract
The purposes of this research were to compare the expectation and perception of service quality of postpartum maternal which divided by personal factors and behaviors and compare the difference between expectation and perception about service quality. A sample was selected from 324 postpartum maternal, who are service users in the state hospital. The statistical methods used in data analysis were frequency, percentage, mean, standard deviation, independent t-test, F-test, and paired t-test.
Based on findings ; The comparison about expectation level and perception of service quality of postpartum maternal by personal factors of service users showed about the different of age, religious, education level, and occupation. Their expectation level and perception was different. And behavior of postpartum maternal showed about the different of distance of hospital, childbirth method, and right to medical treatment. . Their expectation level and perception was different. And the comparison between level of the expectation and the perception as a whole of results that the overall and in each aspect are different perception of service quality at 0.05 level.
References
Antioned, G., & Raaij, W. F. (1988). The Satisfaction of Customers: A Global Managerial Approach. Chicago : Irwin/McGraw-Hill.
Gronroos, C. (1990). Service Management and Marketing : Managing the moments of truth in service competition. USA : Lexington Books.
Institute of Thai Traditional Medicine. (2009). Guidebook for People in Health Care with Thai Traditional Medicine. Nonthaburi : Institute of Thai Traditional Medicine.
Institute of Thai Traditional Medicine. (2013). Handbook of Guidelines for Midwife with Thai Traditional Medicine. Nonthabur i : Institute of Thai Traditional Medicine.
Inwasa, C. (2007). Expectation and Perception of Service Quality of Chemotherapy Unit. Samitivej Sukhumvit Hospital. Master of Business Administration. Bangkok : Srinakharinwirot University.
Jamchan, C. (2014). Thai Traditional Medicine and Postpartum Care in the Central Region of Thailand. Journal of the Army Nurses. 15(2), 195.
Keitui, W., & Thiwasingha, C. (2018). Study of Expectations and Satisfaction in Quality. The Service Provided by the Cclients of the Dental Hospital. Faculty of Dentistry Mahidol University Mahidol R2R e-Journal. 5(1), 101-119..
Lubodeng, W. (2012). Expectations and Perceptions of Service Quality of Out patients. Yi-Ngor Chalermprakiet 80th Anniversary Hospital, Narathiwat Province. Master of Business Administration Thesis. Songkhla : Thaksin University.
Methanyakorn, R. (2014). Service Quality in Delivery Room According to the Expectations and Perceptions o f Mother Giving Birth in Nakhon Nayok Hospital. Master of Nursing Thesis. Pathum Thani : Eastern Asia University.
Nilsorn, S. (2012). Expectations and Perceptions of Service Quality of Service Users from Thai Traditional Medicine Services: Case Study of Public Health Service Centers in the Region Lower Northeast. Thesis Master of Business Administration. Ubon Ratchathani : Ubon Ratchathani University.
Rust, R. T., & Oliver, R. L. (1994). Service Quality; New Directions in Theory and Practice. California : SAGE Publication.
Sirichote, O. (2013). Service Marketing. Songkhla : Nam Sin Advertising.
Sub-committee on the formulation of the national strategic plan for the development of Thai wisdom health and Thai lifestyle. (2012). The National Strategic Plan for Wisdom Development of Thai Health, 2nd Edition (2012-2016). Nonthaburi : Department of Thai Traditional and Alternative Medicine.
Tenner, A. R., & Detoro, L. J. (1992). Total quality management : Three step to condinuous improvement. Journal Marketing. 2(June), 69.
Tantiwet, S. (2013). Situation of Adolescent Pregnancy in Thailand 2013. Nonthaburi : Ministry of Public Health.
Wattanawichian, W. (2009). Expectation of Srvice Quality and Service Quality Perception of Outpatient Surgery Examination Rroom, Phramongkutklao Hospital. Independent Study Master of Science. Bangkok : Kasetsart University.
