Healthcare Service Quality Model of Private Hospitals in Bangkok, Thailand

Abstract

The objectives of this article are (1) to explore the perceived factors of service quality affecting the decision to use services in private hospitals, (2) to analyze the relationship of service quality models and the decision to use services in private hospitals, and (3) to develop service quality models that influence the decision to use services in private hospitals. The sample group was 400 patients who were admitted to private hospitals listed on the Stock Exchange of Thailand, by the convenience sampling method. The statistics used in this research were descriptive statistics, percentage, mean, and standard deviation. The correlation between factors was used to analyze one-way ANOVA and construct a multiple-linear regression equation by the stepwise method. The results of the research were found that 1) factors affecting the decision to use services in private hospitals consisted of 8 factors, namely service quality of doctors, service quality of nurses, service quality for diagnosis, service quality of reception, service quality to stay in private hospitals, service quality of patient foods, service quality of cleaning in patient rooms, and service quality of payments. 2) The regression equation of the service decision can have six independent variables into the regression equation. They were able to jointly explain 65.8% variation in service decision and the resulting regression equation has a variance of 0.378. 3) The results of the development of the service quality model by the multiple linear regression method using the stepwise method, the key factors were consistent with the empirical data. It has a good predictive ability with quadratic multiple correlations (R2) of 0.658 or 65.8%, which can be written as a regression equation to be a key factor in the development of the service quality model that influence the decision to use services in private hospitals.