Service Quality, Satisfaction and Loyalty of Patients Receiving Medical Services: A Case Study of Health Care under Mahidol University
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Abstract
This research aims to study the service quality, satisfaction and loyalty levels of patients receiving medical services at hospitals under Mahidol University. This research sample was composed of 400 outpatients selected from receiving internal medicine and rehabilitation medicine. This research used survey questionnaires to collect data. The data were analyzed using mean, standard deviation, and hierarchical multiple regression analysis at p < 0.05 significant level. The results found that service quality and satisfaction were at the highest level. There is a high level of loyalty. All dimensions of service quality including tangibility, reliability, responsiveness, assurance and empathy have an influence on satisfaction. However, only reliability and assurance have an influence on loyalty with satisfaction as a partial mediation. Recommendation derived from this research is that each hospital should pay attention to services
in various attributes and apply them for improvement including creating service designs that can help patients efficiently.
Article Details
ลิขสิทธิ์ของบทความ
ผลงานที่ได้รับการตีพิมพ์ถือเป็นลิขสิทธิ์ของมหาวิทยาลัยหอการค้าไทย ห้ามมิให้นำเนื้อหา ทัศนะ หรือข้อคิดเห็นใด ๆ ของผลงานไปทำซ้ำ ดัดแปลง หรือเผยแพร่ ไม่ว่าทั้งหมดหรือบางส่วนโดยไม่ได้รับอนุญาตเป็นลายลักษณ์อักษรจากมหาวิทยาลัยหอการค้าไทยก่อน
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