The Assessment of Dental Clinic Client Satisfaction: A Case Study of Big Bear Dental Clinic Khon Kaen in Mueang District, Khon Kaen Province

Abstract

          Satisfaction is a feeling expressed in joy or disappointment. It is an expression of the results obtained from using the service or various things that arise from comparing expectations before using the service with perceptions when using the service. If service users are not satisfied, they must find ways to increase their satisfaction. This study aimed to 1) measure the customer’s expectations and perceptions in service of Big Bear Dental Clinic Khon Kaen, measure the customer’s satisfaction in service of Big Bear Dental Clinic Khon Kaen, and            3) suggest an approach to improve the service customer’s satisfaction in service of Big Bear Dental Clinic Khon Kaen in Mueang District, Khon Kaen province. Questionnaires were applied 4 dimensions 14 items. Data were conducted with 230 customers. The data was analyzed with statistics, percentages, means, frequencies, standard deviations, and paired t-Test.
          The results found that the means of the customer’s expectations in service of Big Bear Dental Clinic Khon Kaen were highest agreement in 4 dimensions 14 items, which were process, service quality, people, and facilities. The means of the customer’s perceptions in service of Big Bear Dental Clinic Khon Kaen were highest agreement in 3 items and agreement in 11 items. The customers were satisfied 3 items and weren’t satisfied 11 items in service of Big Bear Dental Clinic Khon Kaen. Finally, it proposed an approach to improve the service customer’s satisfaction in service of Big Bear Dental Clinic Khon Kaen 4 projects as follows: Project 1 Fast service within 1 hour, Project 2 Contact easily with Line Official, Project 3 Promote vocational skills, and Project 4 Strengthen quality service with heart.