การรับรู้ของเจ้าหน้าที่ประจำสถานีอนามัยต่อความคาดหวังของผู้บริการต่อคุณภาพบริการของสถานีอนามัย

Abstract

The purpose of this descriptive research was to examine staffperception ofcustomerexpectation of service quality provided by PCU. The sample was sixty three PCU staff from 24 PCUS in Rasada and Houy-Yod district, Trang province. The instrument was framed based on the qualitative study on customer expectations of PCU service quality (Keawrattana ard Kochapakdee,20O8).
          The results revealed as followes:
           1. Staff perception of customer expectation of service quality provided by PCU for the total score was at high level (X = 4.39, S.D. = 0.49)
            2. Staff perception of customer expectation of service quality provided by PCU among the eight dimension langing from the highest to the lowest was: (1) understanding the customers (X= +.s2, S.D. = 0.55), (2) providing equity service to cusromers (X= +.s2, S.D. = 0.59), (3) the staff politeness and caring (X= 4.46, S.D. = 0.58 ), (4) the stafT r€sponsiveness ro customer needs (X= Lng, S.D. = 0.52), (5) providing assured service ([= 4.43, S.D. = 0.54), (6) the staff rrustworrhy (X= 4.42, S.D. = 0.55), (?) staff ability in working with communiry and related agencies (X= 4.2 6, S.D. = 0.5 7) and (8) environment, ard PCU's staff in providing service (J= 4.0e, s.D. = o.67 )