Factors Affecting Satisfaction of Patients of Physiotherapy Clinics in Bangkok

Main Article Content

Suphakit Thawalyawichachit


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.


Download data is not yet available.

Article Details

Research Article


[1] M. Al-Amin, S. C. Makarem, and R. Pradhan, “Hospital ability to attract international patients: a conceptual framework,” International Journal of Pharmaceutical and Healthcare Marketing, 2001 vol. 5, pp. 205-211.

[2] N. Al-Azmi, M. Al-Lozi, Z. M. F. Al-Zu’bi, S. E. Dahiyat, and R. M. Masa’deh, “Patients Attitudes toward Service Quality and Its Impact on Their Satisfaction in Physical Therapy in KSA Hospitals,” European Journal of Social Science, 2012 vol. 34, pp. 300-314.

[3] D. J. Beaven, and D. J. Scotti, “Service-oriented Thinking and its Implications for the Marketing Mix,” Journal of Service Marketing, 1990 vol. 4, pp. 5-19.

[4] C. A. Brady, and J. J. Cronin, “Some new thought on conceptualizing perceived service quality: a hierarchical approach,” Journal of Marketing, 2001, vol. 65, pp. 34-49.

[5] (2012) The Bureau of Sanatorium and Art of Healing, Ministry of Public Health Website. [Online]. Available: mrd-hss.moph.go.th/mrd

[6] P. Ching, “Factors affecting the demand for health service in the Philippines,” Working Paper Series, No. 92-06, Philippines Institues for Development Studies.

[7] Department of Health Service Support, Ministerial Regulation B.E. 2545. Ministry of Public Health. 2002.

[8] S. M. Goldstein, S. D. Elliot, and A. A. Guccione, “The Development of an Instrument to Measure Satisfaction with Physical Therapy,” Journal of the American Physical Therapy, 2000, vol. 80, pp. 853-863.

[9] C. A. Gronroos, “A service quality model and its marketing implication,” European Journal of Marketing, 1984, vol. 18, pp. 36-44.

[10] N. Hatamizadeh, P. Jafary, R. Vameghi, and A. Kzemnezhad, “Factors Affecting Client Satisfaction and Dissatisfaction in Out-Patient Rehabilitation Centers in Kurdistan Province in Iran,” Iranian Red Crescent Medical Journal, 2012, vol. 14, pp. 119-120.

[11] M. J. Hush, K. Cameron, and M. Mackey, “Patient Satisfaction With Musculoskeletal Physical Therapy Care: A Systematic Review,” Journal of the American Physical Therapy Association, 2011, vol. 91, pp. 25-36.

[12] G. D. Kang, and J. James, “Service quality dimensions: and examination of Gronroos’s service quality model,” Managing Service Quality, 2004, vol. 14, pp. 266-277.

[13] P. Kottler, and K. Keller, Marketing Management 13th ed., Upper Saddle River, New Jersey : Pearson Education, Inc.

[14] N. P. Machado, and L. T. Nogueira, “Evaluation of Physical Therapy Service User Satisfaction,” Revista Brasileira de Fisioterapia, 2008, vol. 12, pp. 401-408.

[15] M. N. Mahdzir, and A. Ismail, “Patient Satisfaction with Services in Physiotherapy Clinics: a Cross Sectional Study at Teaching Hospitals in Klang Valley, Malaysia,” BMC Public Health, 2012, vol. 12, A15.

[16] D. Monnin, and T. V. Perneger, “Scale to Measure Patient Satisfaction with Physical Therapy,” Journal of the American Physical Therapy Association, 2002, vol. 82, pp. 682-691.

[17] (2012) The Physical Therapy Council Website. List of Accredited for the Physiotherapy Degree. [Online]. Available: https://www.pt.or.th/file_attach/26Jul201234-AttachFile1343294974.pdf

[18] M. D. Richard, and A. W. Allaway, “Service quality attributes and choice behaviour,” Journal of Services Marketing, 1993, vol. 7, pp. 59-68.

[19] R. E. Rothenberg, “Medical Dictionary and Health Manual”, Singnet Reference Books, 1962.

[20] S. E. Roush, and R. J. Sonstroem, “Development of the Physical Therapy Outpatient Satisfaction Survey (PTOPS),” Journal of the American Physical Therapy Association, 1999, vol. 79, pp. 159-170.

[21] P. Zeithaml, and Berry, “Delivering Quality Service: Balancing Customer Perceptions and Expectations,” Free Press, 1990.

[22] K. Vanichbuncha, Statistics for Management and Research 6ed., 2003, Thammasarn Publishing, p. 26.