Factors affecting to Public Service Quality : A Case study of Hospital in Bangkok

Abstract

The objective of this study were to 1) study the public opinion level to service characteristics and public service quality of hospitals in Bangkok and 2) study the relationship between service characteristics and public service quality of hospital in Bangkok. Research study was conducted using a quantitative research methods. The data was also gathered through questionnaires answered by 400 samples of the people who lives in Bangkok. The data for the analysis was Descriptive statistics and inferential statistics for discussion of results according to the specified research objectives.The results revealed that the relationship between service characteristics and public service quality of hospital in Bangkok was found to be most positive (R=.675*). In term of service characteristics ; the service of the hospital can appropriately respond were positive relationship at a higher level than other aspects. (r=.675) and followed by service characteristics in terms of services received as a whole satisfaction and will be happy to come back to hospitals were moderate positive relative. (r=.652*), and the least was the service characteristics of accurate, complete, fast and convenient was a low positive relative (r=.586*) at the statistical significance level of 0.05. The Executives, officers and relevant agencies should be panned proactive service strategy together in order to obtain service guidelines that can respond accurate,  appropriately and quickly to service recipients to exceed the expectation and raising awareness of the importance of hospital services which will result in the hospitals to grow with sustainable.