Expectations, Service Satisfaction, Services

Abstract

The results showed that most respondents were female. They are between the ages of 41-50 years old and have a bachelor's degree or higher. Have average income between 10,001-20,000 baht engaged in agricultural work and live in the district of Udon Thani. Analyzes of expectations before services and service satisfaction of service recipients toward the service of Udon Thani hospital. (Service Quality) It was found that the service recipients had significantly different expectations and service satisfaction number 3sides. Service Receiver have expectations in most assurance, followed by empathy and tangibles respectively. However, when the service is completed, the service recipients are satisfied with the service side in most assurance followed by empathy and tangibles respectively. To sum up, comparing the actual expectations and satisfaction of the service, it was found that service recipients are more satisfied than expected 1 item: assurance. Finally, the empathy and the tangible things, service recipients have greater expectations than service satisfaction.