Service Quality Affecting the Satisfaction of Customers Using Payment Services Through Financial Innovations of Chulabhorn Hospital.

Abstract

Society has changed by moving towards the digital age. Financial innovations have evolved and changed making payment channels more varied. Currently, there are many patients admitted to the hospital. The increasing number causes the process of paying medical bills to take even longer. Therefore, financially developed innovations are to be used to receive medical expenses. This research aims to study the factors and influence of service quality that affect service satisfaction and payment service recipients through financial innovation of Chulabhorn Hospital. The sample was the person who uses the payment service in an amount of 400 people by using the questionnaire as a tool for data collection. The statistics used in data analysis were descriptive statistics for describing the characteristics of various variables. To answer research objective, inferential statistics were used in research hypothesis testing. The results of the research showed that different personal factors were satisfied with the use of payment services, and there was no difference. While the level of service recipients' opinions on service quality was found that confidence in service was to have the highest level of opinion. Concrete aspects of service response to service recipients, trust, and understanding access had a high level of feedback. The opinions of the service recipients on the satisfaction of using the service included in a large level were also found that the quality of service had a positive influence on the satisfaction of using payment services through financial innovation of Chulabhorn Hospital. Basic information was developed to improve the quality of service, provided to service recipients to maximize satisfaction.