People’s Satisfaction with Service Quality of a Public Hospital near Industrial Estates, Prachinburi Province

Abstract

The objectives of this research were: 1) to study the levels of public satisfaction with the service quality of a public hospital near industrial estates in Prachinburi Province; and 2) to compare satisfaction levels based on personal factors and service-related factors. This study employed a quantitative research methodology based on the SERVQUAL framework (Parasuraman et al., 1988). The sample consisted of 400 service users at a public hospital in Prachinburi Province. Data were collected using questionnaires and analyzed using statistical methods, including percentage, mean, standard deviation, t-test, and One-way ANOVA, with a statistical significance level of .05. The findings indicated that the overall level of satisfaction with service quality was moderate. Specifically, the dimension of assurance and safety received the highest mean score, whereas responsiveness and readiness received the lowest mean score. 2) Hypothesis testing results revealed that respondents with different genders and ages exhibited significantly different levels of satisfaction with service quality. However, no significant differences were found regarding marital status, education level, occupation, and average monthly income. Additionally, respondents with different healthcare benefits, service departments, frequencies of visits within a 6-month period, and the presence of chronic diseases showed significant differences in satisfaction levels with the hospital's service quality.