ความคาดหวัง และการรับรู้ ของผู้รับบริการ ที่มีต่อคุณภาพบริการ งานสถานพยาบาลประเภทที่รับผู้ป่วยไว้ค้างคืน กองสถานพยาบาลและการประกอบโรคศิลปะ

Expectations and Perceptions of Service Recipients towards Service Quality of Hospital that Admits Patients Overnight unit/mission in Bureau of Sanatorium and Arts of Healing

Abstract

This study was a descriptive research. The objectives were to 1) study the level of expectations and perceptions of service recipients towards the quality of services in hospitals that admit overnight patients. 2) compare the average level of expectations and perceptions of service recipients towards service quality. 3) compare the level of expectations and perceptions of service recipients towards service quality classified by workplace and number of times receiving services. 4) study the relationship between the expectations and perceptions of service recipients towards service quality. The sample consisted of 390 personnel from hospitals that admit overnight patients (Private hospitals). The study period was from May 1, 2024 to April 30, 2025. The research instrument was a 5-level rating questionnaire with a reliability value of 0.925. Data were analyzed using descriptive statistics, inferential statistics, Paired t-test, Independent t-test, One Way ANOVA and the relationship with Pearson's Correlation Coefficient.

The study results found that the level of expectations of service recipients towards the overall service quality was at the highest level ( = 4.44). The aspect with the highest average value was empathy at the highest level ( = 4.51), followed by assurance at the highest level (  = 4.48). The level of perception of service recipients towards the overall service quality was at the highest level ( = 4.49). The aspect with the highest average value was reliability at the highest level ( = 4.59), followed by assurance at the highest level ( = 4.55). The results of comparing the average levels of expectations and perceptions of service recipients towards the overall service quality and each aspect, namely assurance, reliability, and tangibles, were significantly different at the 0.05 level. When classified by workplace, it was found that the level of expectation of service recipients towards the service quality. The overall picture is significantly different at the 0.05 level. The level of service recipients' perceptions of service quality, overall, did not find any statistically significant differences. Classified by the number of times receiving services, it was found that the level of expectation and the level of service recipients' perception of service quality, overall, did not find any statistically significant differences. The relationship between expectations and perceptions of service quality, hospital work types that admit patients overnight, overall, had a statistically significant relationship at 0.01, a moderate relationship level, in the same direction (r = 0.78**). The aspect with the highest level of relationship was the tangibility of the service, a high relationship level, in the same direction (r = 0.81**).

Recommendations: The law should be revised, the process steps and documents for applying for permission should be reduced, the channels for applying for permission should be increased, electronic transactions should be increased, the number of personnel should be increased, and the skills, knowledge, and expertise in the work should be improved. This will help to increase the quality of service even more.