ความพึงพอใจของผู้รับบริการต่อคุณภาพบริการสถานีอนามัย

Abstract

The objective of this descriptive research was to examinc customer satisfaction of scrvice quality provided by primary care unit (PCU). There were 359 customers drawing from the peoPle who have received care from the 24 PCUs in Rasada and Houy-Yod district, Trang province' The inslrument was developed by convening from customer expectation of PCU service quality (Srijarit, Kochapakdee, 2008) to the satisfaction item by it€m. The alpha chronbach coefficienr of the questionnaire was 0.93.
         The results showed that customer satisfaction of service quality provided by PCU lbr the total score was at high level 1X= LOO, SD = 0.8?). The scorc tbr all eight dimensions were rated at high level as well : the readiness ol building, environment and PCU's stafl-in ploviding service (X=3.86), staff ability in working with community ancl related agenci.'s, 1X= 3.98), slaff responsivencss lo customer nceds (X=4.03). underslanding the customcrs (X =4 05). providing assured service (X=a.rr), providing equity service to customers (X=4.12), staff trustworthy (X =a. f e), and staff politeness and caring (X =4.19). Then the customers were asked to ratc for the whqle satisfaction of PCU service quality, It was fbund that the satislcation was rated at high level (X=3.94). Although the cuslomer satisfaction of PCU service quality was high, healthcare statT have to continuously imprcve the service qualily to increase customer satisfaction.