FACTORS INFLUENCING CUSTOMER SATISFACTION TOWARDS OUT-PATIENT DEPARTMENT SERVICES OF PRIVATE HOSPITALS IN YANGON, THE REPUBLIC OF THE UNION OF MYANMAR

Abstract

The study was cross-sectional, quantitative, descriptive study. The Multistage sampling design including quota sampling, simple random sampling and convenience sampling methods were used to identify respondents for the study. The self-administered structured questionnaire survey was applied to 440 respondents. Data analysis employed regression model with ordered logistic method. The study revealed that the location of the outpatient department services, the respondents’ number of outpatient department services visits and average total family expenditure per month had significant relationship with general customer satisfaction; doctors’ consultation time, availability of written prescription guidance and specialty services at outpatient department services. had statistically significant relationship with customer satisfaction towards staff behaviors and services; duration of waiting time to get laboratory services and radiology services had statistically significant relationship with customer satisfaction towards laboratory and radiological services; duration of waiting time for seeing with medical doctors and expense incurred for medication at outpatient department services had statistically significant relationship with customer satisfaction towards accessibility and convenience of the outpatient department services.. To provide better outpatient department services, the duration of time taken by the doctors in dealing with patients should be improved. Service delivery should be speeded up by reducing any delays. The specialty services should be available at hospital outpatient department and general initial information about hospital outpatient department and available services should be publicized.