มิติคุณภาพบริการของสถานีอนามัยตามการรับรู้ของผู้รับบริการ

Abstract

The objective of this qualitative rescarch was to explore customer perceptions of the dimensions of service quality provided by primary health care units (pCU) located in Rasada and Houy-yod district, T.ang province. There were six selecred samples who were ( I ) two health care volunteers, (2) one community leader, (a) one governmenr officer, (4) one gardener. and (5) onc vender. ln-depth inrcrview was performcd for individual sampre to comprete thc research objective.The leading question was ,,what are the dimcnsions ol.service qualiry providcd by primary carc unit bascd on your kn.rvredge". The content anarysis was pcrformed immediately at'ter data collection by the researchers and validated by three rcvicwers.
            Thc rcsults revealed rhc 8 dimcnsions of service quality providcd by pCU as perceivcd by lhe customcrs. There were: ( 1 ) the readiness of buildi'g, envirorunenlJ and pCU's statf in providing service, (2) providing equity service to customers, (3) providing assurecl scrvice (4) statT politcness and caring, (5) staff resp.nsiveness ro custontcr needs, (6) staff trustwonhy, (?) understantling rhe customers, and (8) statT ability in working with community and relatcd agencies. This study will benefit and lcad to quality improvcmenr covering thosc dinensions.