Main Article Content
Service quality is the service that meets the needs and expectations of the service provider,
impresses the service recipients and reuses the service. This research aims to study the level of
expectation, perception of service quality and the difference of expectations level. The level of service
quality perception based on 5 service quality factors; the concrete of service, trustworthiness, response
to service recipients, understanding and sympathize in service recipients. The sample were 375
customers from inpatient departments of Naresuan university hospital. Questionnaires was the data
collection tool about service expectation and service perception. The results showed that expectation of
service quality and perceived service quality based on 5 service quality factors of users were at a high level.
Overall, the average of expectation and perception were 4.18 and 4.28 (p < 0.001). The difference
for average of expectation and perception in all factors was statistically significant (p < 0.001). Thus,
service quality expectations less than service quality perception, shows that customers are satisfied
with the quality of Inpatient Department hospital services.