การศึกษาปัจจัยที่ส่งผลต่อความพึงพอใจของผู้รับบริการที่มีต่อโรงพยาบาลค่ายเสนาณรงค์

Abstract

The objectives of this research were to evaluate the customer satisfaction level of the services provided by Fort Senanarong Hospital to compare the satisfaction level from each group of the hospital’s customers, which included 50 samples from each group: the soldiers and families of the 42nd Military Circle, enlisted soldiers, samples from civilians, or 150 samples in total. Moreover, this research analyzed the service quality factors towards the satisfaction level of the hospital’s customers. The finding indicated that the overall satisfaction level of the customers of Fort Senanarong Hospital was at very satisfied level. When examining each factor individually, it revealed that the satisfaction level of the customers in term of services and service quality were at very satisfied level. The comparison of the satisfaction level of the customers demonstrated that different groups of customers reported different overall satisfaction levels as the satisfaction level of the soldiers and families of the 42nd Military Circle and the enlisted soldiers was higher than the satisfaction level of civilians. Moreover, the service quality factors towards the satisfaction level of Fort Senanarong Hospital’s customers indicated that the service quality factor of satisfying the customers’ demands and the service quality factor of understanding and sympathizing with the customers positively affected the customers’ satisfaction level. Suggestions of this study that service quality affects customer satisfaction, which make customers loyal and back to service. Therefore, all personnel should be aware of good service delivery in order to satisfy customers and return to the service again.