ความคาดหวังของผู้รับบริการต่อคุณภาพบริการของสถานีอนามัย

Abstract

        The objective ofthis study was to explore the customer expectations of service quality provided by primary care unit (PCU).Three hundred and fifty nine samples drawing by stratify random sampling from the custome$ who have received service liom thc PCUS in Rasada and Houy-Yod district, Trang province. The instrument was framed based on the qualitative study on customcr expectalions of PCU service quality (Kaewrattana and Kochapakdee, 2008). The alpha chronbach coeffcient of the questionnaire was 0,95.
          The results showed that thc total score of customer expectations of PCU service quality was at the high level (X=4.42). The scorc for a particular dimension was at high level as well: (1) the readiness of building, environment, and PCU's staff in providing service 1[=n.92.1, (2) providing equity service to customers (X=l.ZA 1, providing rssurcd service (X=4.29), staff politeness and caring(X=4.34 ). stuff responsiveness to customer needs (X=4.18 ), jtafl lrurtworrhy tX=+.ZS;, understanding the customers (X=a.tA ), staff ability in working with community and relatcd agencies (X=4.18 ). This study indicates that healthc.ue stalThave to aware and improve the quality service in responding to customer expectations.