Improving the Quality of Service of Paolo Memorial Chokchai4 Hospital

The research of improving the quality of service of Paolo Memorial Chokchai4 hospital has objective to study factors that affect satisfaction in the service of Paolo Memorial Chokchai4 hospital. Population in the study is patient who used the hospital service. 200 samples were randomly drawn and questionnaire was used to collect data from the sample. Statistics tools applied to analyze the data were Percentage, Mean, Standard Deviation, T-test, F-test, One-way ANOVA, and LSD. The research indicated that most of the respondents were male, age 21-40, monthly income 15,001-20,000 Baht, bachelor’s degree of education, and working in private companies. They are satisfied with Paolo Memorial Chokchai4 hospital at a high level of overall mean. The most satisfactory element is hospital personnel, facilities, duration of service, and procedure respectively. Hypothesis test shows that gender, age, income, and education affect customer satisfaction in using the service of Paolo Memorial Chokchai4 hospital with significance level of 0.05 Demographic factor that is occupation does not affect satisfaction with the hospital service while personnel and facilities have influences on customer satisfaction at a statistically significant level of 0.05. The study recommended that CEO should focus on cleanliness inside the hospital as well as facilities provided and clear information boards. CEO should also focus on holding seminars in order to develop personnel to achieve consistent quality service and customer satisfaction.