How to improve customer experience in waiting hall, premium skin clinic.

Abstract

Due to an increasing of patient day by day and competitiveness about nonclinical service of Thai public hospital, service experience and customer satisfaction are more concerned for choosing service. Therefore, the purpose of this research paper is to understand the motivation factors that influence customer to perceive satisfaction and experience in order to develop all possible touch point in waiting hall of Premium Skin Clinic. The research used a qualitative approach. Data was collected with tape recorded. The interview was conducted from 10 real at the Somdech Phra Debaratanatra Medical Center. The study revealed that hygiene factors have a strong association with influencing customer experience and satisfaction. Staffs, Facilities, environment, atmosphere, ergonomic and comfort factor were considered as the important factors to influence to perceive satisfaction and experience in waiting hall.