Factors Affecting Satisfaction of Patients of Physiotherapy Clinics in Bangkok
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Abstract
The awareness of personal healthcare is getting higher nowadays. People deploy preventive practices in order to avoid sickness. While many diseases can be prevented by means of vaccination, there are also many that are difficult to run away from. Office syndrome is an example. This introduces the demand for remedy of office syndrome. Physiotherapy clinics come into play and many clinics are available throughout the country. The patients perceive and experience treatments differently and therefore they tend to be satisfied differently as well. This study aims to find out the influences between patients personal characteristics and their satisfactory level of physiotherapy clinics experiences based on service marketing mix (7Ps). The study intends to find the target patient groups and create relevant campaign to develop physiotherapy clinic business. Personal characteristics of the patients include gender, age, marital status, education, occupation, income, and frequency of visits. This study only focuses on the physiotherapy clinics located in Bangkok. Questionnaire was used as the tool to collect the data. The confidence level of 95 percent was set to achieve. The samples of 412 patients responded to the questionnaires. Statistical analyses were conducted to find the influences of personal characteristics and their satisfaction. The results show that the top three aspects of patients’ satisfaction are price, people and service of the clinics. Frequency of visits affects patients’ satisfaction most. In general, there is no statistical significance of the relationships of gender and occupation with satisfaction.
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