The Quality of Service that Affects the Satisfaction at the "Sukjai Klaibaan health rehabilitation center" of the Buriram rehabilitation

Abstract

This study investigated service quality and client satisfaction at the Sukjai Near Home Community Rehabilitation Centers under the Buriram Provincial Rehabilitation Fund, examined their relationships, and identified service quality factors predicting satisfaction. A quantitative cross-sectional design was employed. Data were collected from 328 service users using a structured questionnaire. Descriptive statistics summarized levels of service quality and satisfaction; multiple regression evaluated the predictive power of the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy.

Results indicated that overall service quality was at the highest level (\bar{x}= 4.63, S.D. = 0.57). Empathy achieved the highest mean (\bar{x}= 4.67, S.D. = 0.55). Overall satisfaction was also at the highest level (\bar{x}= 4.60, S.D. = 0.59), with equitable service receiving the highest rating (\bar{x}= 4.68, S.D. = 0.53). All five service-quality dimensions correlated positively with satisfaction (p < 0.01). The regression model explained 75.50% of variance in satisfaction (R² = 0.755). Significant standardized coefficients were observed for tangibles ( \beta = 0.271), responsiveness ( \beta = 0.171), assurance ( \beta = 0.223), and empathy ( \beta = 0.236), whereas reliability ( \beta = 0.065) was not significant. The findings suggest priorities for community-based rehabilitation services. Enhancing visible resources, strengthening professional competence and consistent procedures, ensuring timely responses, and cultivating empathic communication can elevate satisfaction. Maintaining fairness and equity in service delivery remains essential. Practical implications include targeted investment in equipment and environment, structured staff training on responsive and empathic practices, and protocols that reinforce assurance. Future research should employ mixed-method or longitudinal designs to verify causal pathways, examine heterogeneity across centers, and explore moderators such as client health status, visit frequency, and service capacity. Overall, the study confirms the central role of multidimensional service quality in shaping client satisfaction and offers evidence-based directions for improving care in Buriram Province and similar settings.