Factors related to satisfaction with the service quality of insured persons in the antenatal care department at Trang Hospital.

Abstract

            This study was descriptive research aimed at investigating personal factors, perception of insured persons' benefits, service factors, and satisfaction with service quality among insured persons in the antenatal care department at Trang Hospital, as well as to examine factors related to satisfaction with service quality of insured persons in the antenatal care department at Trang Hospital. The study employed a descriptive design using a sample of 124 insured persons under Sections 33 and 39 who received services at the antenatal care department of Trang Hospital, selected through simple random sampling. Data were collected using a structured questionnaire consisting of four sections: personal information, perception of benefits, service factors, and satisfaction with service quality. Data analysis was conducted using descriptive statistics and Pearson's correlation coefficient.

            The research findings revealed that the majority of participants were aged 20-30 years (65.32%), worked as private sector employees (37.90%), and had monthly incomes of 10,001-20,000 baht (60.48%). The overall perception of insured persons' benefits was at a high level (Mean = 4.29, S.D. = 0.56), with health promotion and disease prevention benefits having the highest mean score (Mean = 4.33). Service factors overall were at a high level (Mean = 4.40, S.D. = 0.61), with service coordination having the highest mean score (Mean = 4.46). Overall satisfaction with service quality was at a high level (Mean = 4.43, S.D. = 0.58). Hypothesis testing results showed that the perception of insured persons' benefits had a high positive correlation with satisfaction (r = 0.675, p < 0.01), and service factors had a very high positive correlation with satisfaction (r = 0.869, p < 0.01), both of which were statistically significant. This study demonstrated that enhancing knowledge and understanding of benefits, as well as improving service quality, would significantly impact the satisfaction of insured persons.