Abstract
The purpose of this research was to develop the Out-Patient Service Quality
Satisfaction Indicators of Community Hospital . Applying research and development was
approached. Analytical statistics were qualtitative research methodology by Multi-Attribute
Consensus Reaching and quantitative research methodology for reliability by Cronbach’s
Alpha-coefficient and Model Validity finding by Confirmatory Factor Analysis:CFA with
LISREL 8.30. The samples were 759 cases from the Out-Patient of 8 community hospitals
in Phitsanulok Province. Eestablishing the standard for the evaluation by normative and
evaluating the handbook.
The finding of this research were as follow ; the Out-Patient Service Quality
Satisfaction Indicators of Community Hospital composed of the 5 domains TICTI 34
indicators ; 1) the Tangibles : T domain composed of 11 indicators 2) Interaction : I domain
composed of 6 indicators 3) the Convenience : C domain composed of 5 indicators 4)
the Trust : T domain composed of 8 indicators ; and 5) the Information : I domain composed
of 4 indicators. Reliability of the Out-Patient Service Quality Satisfaction Indicators of
Community Hospital was 0.77. Model of the Out-Patient Service Quality Satisfaction
Indicators of Community Hospital fit very well with the empirical data (2 =431.55 , df =
522 , p = 0.001 , GFI =0.94 and AGFI = 0.91 and root mean squared residual : RMR =
0.02). The standard for the evaluation employed in three level. The norm statistics were as <
102 scores at poor, 102 to 153 scores at fair and > 153 scores at very good. Evaluating the
appropriate of the Out-Patient Service Quality Satisfaction Indicators of Community Hospital
handbook was at good level .
