คุณภาพบริการของสถานีอนามัยตามการรับรู้ของเจ้าหน้าที่สถานีอนามัย

Abstract

This descriptive study was to describe the service quality prcvided by primary care unit as perceived by its staff. The sarnple was 63 healthcare staffs who have been p.oviding care at primary care units (PCU) in Rasada and Huay-yod District, Trang Province. The questionnaire was framed ba.sed on the qualitative study on healthcare staff perception of PCU service quality (Kaewrattana and Kochapakdee, 2008). The alpha chronbach coel'ficient of the questionoaire was 0.95 The descriptive statistics was used for data analysis.
         The lindings showed that healthcare staff perception of PCU sewice quality for the total score was at high level 1 f= a,Z O, S.O = 0.48). The score for two dimensions ofproviding assured service (X=a.Sg, S.D=0.52), and undentanding rhc cusromers (X=e.eg, S.D=0.56) were rared ar the highest level. Six dimensions were rated at high tevel : providing equity service to customers(f, = 4.3 9, S.D=0.55), statT trustworthy (X=n.sS, S.D=0.56), the readiness of building, environmenr and PCU's srafl in providing service (X=4.32, S.D =0.55). sralf politeness ancl caring, (*,=4.26. S.D =0.53), staff responsiveness ro customer needs 1[=4.94, S.D =0.65), and staff ability in woking with community and related agcncies,([= 3.8?, S.D =0.75). Then PCU staff was asked to late lbr the whole PCU service qualit),. lt was found that the whole PCU service queJity was rated at high level (f =3.98, S.D.=0.66)- In conclusion, all dimension ofPCU service qualiry was at high level. However, the PCU service quality will change depending on organizational structure. Therefore, the evaluation of service quality periodicully is needed for continuous quality improvement.