การรับรู้ของเจ้าหน้าที่ประจำสถานีอนามัยต่อความคาดหวังของผู้รับบริการต่อคุณภาพบริการของสถานีอนามัย

Abstract

The objective of this study was to explore the level of tlanslating customer expectation of PCU sewice quality into PCU plan. The sample was sixty thrce pCU staff from 26 pCUs in Rasada and Houy-Yod district, Trang province. A gap 2 of Service euality Model (parasuraman, Zeithaml, and Berry, 1985) was used as a research framework. The instrument was framed based on rhe qualitative study on customer expectatiols ofPCU services (Keawrattana and Kochapakdee, 2OO8) by converting customer exp€ctation item into translating its to the plan. The alpha chronbach of the questionnaire was 0.94.
         The result showed that the translating customer expectation of pCU seryice quality into PCU's plan was at good level ior the roral score (f=1.28, s.D.=o.46) For an individual dimension was rated at good level as well :1) staff trustwonhy (X =4.39, S.D. = 0.49) 2) providing assured service (X=4.35, S.D. = 0.53), providing equity service to customers iX=a.a+, S.D. = 0.55), understanding the customers (X=a,SS, S.D. =0.56), staff responsiveness to customer needs (X=l,ZZ, S.D. = 0.55), staff ability in working with community and relared agencies (X=4.16, S.D. = 0.56), the readiness of building, environment, and pCU's staffin providing service (X-=4.03, S.D. = 0.60), and the staff polireness and caring (X=4.03. S.D. = O.60).