Factors Influencing Satisfaction with Services of Private Primary Care Units in Bangkok

Abstract

        This study is exploratory research that aims to examine service satisfaction among patients at Private Primary Care Units and to investigate factors influencing satisfaction with services provided by Private Primary Care Units in Bangkok. This research employs a quantitative survey methodology, using a sample of 310 individuals aged 18 years and above who have previously received services at Private Primary Care Units in Bangkok. The findings revealed that the majority of service recipients were male (56.8%), aged 36-59 years (58.7%), with secondary education/vocational certificate (32.3%), working as merchants (23.9%), and using the National Health Security coverage (52.9%). The primary motivation for seeking services stemmed from illness during travel (18.8%). Overall expectations regarding service quality were high ( =3.75, S.D.= 0.644), with information guidance, knowledge provision, and reassurance to service recipients scoring the highest average (x̄ = 3.94). Overall satisfaction with service provision was at a high level ( = 4.12, S.D. = 0.544), with continuity of care having the highest average ( = 4.15). Hypothesis testing revealed that expectations regarding reliability of medical treatment and responsiveness/demeanor significantly influenced satisfaction with services at Private Primary Care Units in Bangkok at the statistical significance level of .05.