The Service Quality that Affects Satisfaction of Service Recipients at Physical Therapy Department of a Private Hospital in Phra Nakhon Si Ayutthaya Province

Abstract

This research consists purposes were 1. to examine the service quality and satisfaction level among recipients of physical therapy department services 2. to assess the satisfaction level of recipients based on personal factors and 3. to investigate how service quality influences the satisfaction of recipients at a private hospital's physical therapy department in Phra Nakhon Si Ayutthaya province. This is a quantitative research utilizing questionnaires with a sample size of 400 service recipients from the physical therapy department of a private hospital in Phra Nakhon Si Ayutthaya province, selected using purposive sampling. Data analysis involved statistical methods such as frequency, percentage, mean, standard deviation, independent samples t-test, one-way ANOVA, LSD for pairwise comparison with a significance level of .05 and multiple regression analysis. The research findings reveal that: 1) Service quality and satisfaction levels are at their highest (x̅= 4.79, S.D.= 0.24) 2) Satisfaction levels vary among recipients of different ages, occupations, and income levels regarding service adequacy and accessibility Fairness in service delivery significantly impacts overall satisfaction, while reliability and responsiveness affect satisfaction with service adequacy, accessibility and 3) customer ability to pay Understanding and familiarity with customers also play a role in satisfaction with service adequacy and convenience.