Service quality according to expectations and perceptions of service users Outpatient department Kalasin Hospital Kalasin Province.

Abstract

     This cross-sectional survey research aimed to 1. study the level of expectation, the level of perception, compare the level of expectation and perception, and analyze the results of satisfaction in using the services of the outpatient department, Kalasin Hospital, Kalasin Province. The study was conducted in August-September 2024. The sample group used in the study was 379 people. The data collection tool was a questionnaire. Data analysis/statistics used included percentage, mean, standard deviation, and paired t-test statistics.
     The results of the study found that the expectation of service quality and the perception of service quality of outpatient service users, Kalasin Hospital, overall and in each aspect, found that the service users had higher expectations than the perception of service quality of outpatient service users, both overall and in every aspect, Outpatient Department, Kalasin Hospital, with statistical significance at the 0.05 level. Overall satisfaction when using the services at the outpatient department, Kalasin Hospital, Kalasin Province, overall, had a high level of satisfaction (𝑥̅= 4.24).