SERVICE EXCELLENCE IN PUBLIC DENTAL HEALTH: A CASE STUDY OF NAKHON SI THAMMARAT MUNICIPAL HOSPITAL

Abstract

This research aimed to: 1) examine the levels of opinions regarding excellence in public dental health services at Nakhon Si Thammarat Municipality Hospital, and 2) explore recommendations for enhancing such services towards excellence. A mixed-methods research design was employed. The qualitative component involved in-depth interviews with 17 key informants, including five regular-hours dental service users, five off-hours users, four relatives of patients, and three hospital administrators. The quantitative component utilized a questionnaire administered to a population of 6, 595 dental service recipients. Based on Krejcie and Morgan’s sample size table, 364 participants were selected as the sample group.The evaluation focused on four dimensions of service: facility, personnel, service delivery, and operations. Data were analyzed using mean () and standard deviation (SD). The findings revealed that the overall level of service excellence across the four dimensions was rated high ( = 4.44, SD = 0.94). Ranking by dimension showed that the service delivery dimension received the highest mean score ( = 4.57, SD = 0.95), followed by facility ( = 4.43, SD = 0.96), personnel ( = 4.41, SD = 0.92), and operations ( = 4.33, SD = 0.91), respectively. Key factors contributing to user satisfaction included staff readiness in terms of knowledge and service-mindedness, clear communication, a safe and comfortable environment, and an efficient management system. Practical recommendations include implementing a queue management system, enhancing staff communication skills, and conducting continuous service quality evaluations.