| This survey research had 2 objectives 1) to study the customer satisfactions to out-patinet The objectives of this survey research are 1) to explore the satisfaction level of the customers toward out-patient dispensary service of Setthathirat Hospital in Vientiane Capital of Lao PDR. 2) to study the factors influencing the satisfaction of the patients toward out-patient dispensary service of Setthathirat Hospital in Vientiane Capital of Lao PDR. A sample of 340 people was selected systematic sampling. The data were collected using the questionnaires and the interviews over a 4 month-period (September to December 2008). The survey data were analyzed by using T-test and ANOVA, and the factors influencing the patient satisfaction were analyzed by using Pearson’s Correlation Coefficient.
The result showed that most of the customers were female aged 25-34 years old. The average age was 37.82 years old. 46.5% of the customers graduated from high school. 65.6% were non-professional. 78.8% were married. 76.2% were Vientiane residents. 78.8% paid their own service expense, and most of the customers had previously obtained the health services. In general, the customers were highly satisfied with the dispensary services. The average level of satisfaction was 3.47 out of 5. I was also found that 3.86 was the highest average point of staff’s consideration, and the satisfaction toward general factors (equivalent to 2.47) fell to the lowest point. Statistically, the analysis of the factors affecting the customer satisfaction indicated the significant correlation between the residence and the satisfaction (p = 0.002) whereas the negative correlation was found between the income and the satisfaction (p = 0.001.) However, correlation was not found between sex, age, ethnic and cultural background, education, professional education, profession, marital status, right to healthcare, and frequency of health service use. |