การศึกษาคุณภาพบริการพยาบาลผู้ป่วยนอก ตามการรับรู้ของผู้ใช้บริการโรงพยาบาลชุมชน ภาคเหนือตอนบน / โสภิตา ขันแก้ว = A study of nursing services quality of outpatient department as perceived by clients, community hospitals, upper northern region / Sopita Khankaew
The purposes of this research were to study the level of nursing services quality of outpatient department as perceived by clients, community hospital, upper northern region and explore nursing services quality of outpatient department as perceived by clients who had different personal factors and different access to service factors. The sample consisted of 400 cases that used the Universal Coverage card, were randomly selected through multi-stage sampling technique. The questionnaire was developed by the researcher using Cronin and Taylor (1992) theory and apply to the Universal Coverage of insurance policy, 2544. The questionnaire comprises of 9 dimensions, which were 1 Tangibles, 2 Reliability, 3 Responsiveness, 4 Assurance, 5 Empathy, 6 Access, 7 Health promotion, 8 Rights and Equity, and 9 Out of pocket cost. This questionnaire was verified content validity by the panel of experts, and the coefficients of Cronbach's alpha reliability was .98. Statistical technique used for data analysis by frequency, percentage, mean, standard deviation, t-test and One way ANOVA. Major findings were as follows: 1. Mean score of nursing services quality of outpatient department as perceived by clients, community hospitals, upper northern region was at the high level ([Mean] = 4.12, S.D. = .45). 2. The nursing services quality perception scores were significantly different between age, education level and resident area, at the level .01, .01 and .05 respectively, the clients with older, higher education and lived in urban area had higher perception. The nursing services quality perception scores were not different concerning gender, marital status, occupation, income and access to service factors.
