เปรียบเทียบการคาดหวังกับการการรับรู้ของผู้รับบริการต่อคุณภาพบริการของสถานที่อนามัย

Abstract

The study aim€d to comparc the customer cxpectation and pcrccption of thc soryice quality provided by primary care unil (PCU) in Ratsada and Huay-yod Districr, Trung province. Three hundred and fifiy nine samples drawing by stratify random sanrpling from rhe customers who have received service from the PCUs in Rasada and Houy-yod district, Trang province. The instrument was framed based on the qualitative study on customer expectations of pCU quality services (Kaewrattima and Kochapakdee, 2008). The questionnaire of customer perception was developed by converting the expectation question to perception question ifem by item. The alpha chronbach coefficient of both questionnaires was 0.95 and O.97, respectively.
           Result showed that customer expectarion of PCU service quality was higher than the perception at p0.05 lbr thc tot.rl scorc (*., = l.ZZ,f;, =4.05) and across rhc eight dimensions. These were: the readiness ot building, environment, irml PCU's staff in providing service (f,o=4.92. Xo=:.Se I, providin8 equlty \ervice to customers (Xn=+.2e.1"=4.68). providing assured service (fE= 4.29. Xu=n.f a;, staff politeness and caring ([r=1.:1,f"=4.16), stalT rcsponsiveness to customer needs (-u= I'fs'[r=a.00), statT trustworthy (Xn=4.2s,f"=4.14), understanding rhe cusromers (Xr= a.ZS,Xr=a.f4), stat] ability in working with community and relared aSencies (XF= 4.18, f"=a.oo;.
              Although customer perceprion of PCU service qualiry was high, it was lowcr lhan rheirexpectation. Thus, healthcare staff should aware in continuous quality improvement of the service to  satisfy .uld impress the customers.