The Expectations and Perceptions of Clients of Service Quality at The Risk Assessment Clinic, Chulabhorn Hospital: A Questionnaire Survey

Abstract

OBJECTIVE:To study expectations and perceptions and to compare the differences between service expectation and service perception of clients of The Risk Assessment Clinic, Chulabhorn Hospital. The sample respondents in this study include patients of both sexes, of differing ages, educational levels, marital status, income, medical insurance coverage and with varying frequency of service usage.MATERIALS AND METHODS:A survey was undertaken to research the perception clients have of the service quality of The Risk Assessment Clinic Chulabhorn Hospital. Data was collected from a questionnaire survey carried out between August 1, 2011 and March 31, 2012. These data will be analyzed by frequency, percentage, mean, standard deviation, t-test and one-way Anova.RESULTS:From the 400 samples surveyed, the expectation and perception towards the overall service of the clinic in all aspects is very high. Expectation of the service venue ranked first; service provider ranked second, then service quality and service information respectively. The comparison between service expectation and service perception overall and each aspect differed significantly. The mean scores of service perception are higher than those of service expectation. Samples from different age groups and marital status have statistically significant different expectations of service quality (significant p < 0.05 and 0.01 respectively). However, samples across the spectrum of different sex, age, educational background, marital status, income, and frequency of service use gave significantly similar scores on service perception (p < 0.05). CONCLUSION:The result was of higher clients’ service perception than their service expectation. The hospital should provide adequate chairs, drinking water, clean restrooms, and signs for each process. The diagnosis and the results should be a faster service than a one-day process. Hence physicians and staffs should start service earlier. The number of staff available shoulds be increased. This will meet the aim of quick service and shorter waiting times