ปัจจัยที่มีผลต่อความคาดหวังของผู้รับบริการต่อคุณภาพองสถานีอนามัย

Abstract

          The objecrive of this study was to explore lactors affecting customer expectation of service quality provided by primary care unit (PCU). Taro yamane was used to determine the sample size and stratifed random sampling was applied to identify sample. Three hundred fifty nine samples were drawn from people who have receivcd care from pcu in Rasada and Houy-yod district, Trang province. lnstrurnent was framed from dimensions ofpcu service quality as perceived by the customer  (Keawrattana and Kochapakdee, 2OO8) Stepwise multiple regression analysis was pcrformed for data analysis.
         The major findings were as follows:
           1) Factors relared to customer expectation of service quality provided by pCU (p.0.01) were: past experience PCU (r =.218), number of past visit to pCU (r=,221), advertising about the PCU servicc (r =.133)
           2) By perlbrming stepwise nlultiple regression analysis, the variables which significantly prcdicted customer expectation of PCU service quality were number of past expcriences and past visit to PCU.