-106-
3. มี
6 ตั
วแปร ร
วมกั
นทำนายคุ
ณภาพบริ
การของสถานี
อนามั
ยตามการรั
บรู
ของผู
รั
บบริ
การได
ร
อยละ 22.6 คื
อ เคยรั
บบริ
การจากสถานี
อนามั
ย(ß = 0.525, p<0.001) จำนวนครั้
งของการรั
บบริ
การ
(ß = 0.032, p<0.001) มั่
นใจในคุ
ณภาพบริ
การ(ß = 0.301, p<0.001) อายุ
(ß = 0.008, p<0.01) รายได
(ß= -8.853E-06, p<0.05) และการรั
บทราบบริ
การจากเจ
าหน
าที่
(ß=0.181, p<0.001) มี
ค
าคงที่
(a) 2.949 ซึ่
ง
สร
างเป
นสมการทำนายได
ดั
งนี้
Y=2.949+0.525X1+0.03X2+0.301X3+0.008X4–8.897E-06X5+0.181X6
คำสำคั
ญ:
คุ
ณภาพบริ
การ , การรั
บรู
ของผู
รั
บบริ
การ, สถานี
อนามั
ย
Abstract
This study aimed to examine factors which can predict customer perception of servce quality
provided by PCU. Taro Yamane was used to determine the sample size and stratified random sampling
was applied to identifiy sample. Three hundred and fifty nine sample drawing from people who
have received care from PCU in Amper Ratdsada and Houy-Yod, Trang province. The instrument
was framed based on the service quality model (Parasuraman, Zeithaml and Berry,1985) and the
dimensions of customer expectations of PCU service quality (Ganda Keawratana, 2008). There
were 8 dimensions of customer expectations of PCU service quality. Alpha chronbach was 0.97 for
the total score and ranging from 0.72 to 0.95 among the eight dimension. Descriptive statistics and
stepwise multiple regression were performed for data analysis. The results of the study were as follows:
1. Customer perceptions of PCU service quality was at high level for the total score
( =4.05). For a particular dimension ranging from the lowest to the highest was: the readiness
of the building, instrument, and PCU’s staff in providing care ( =3.83), staff ability in working with
community and related agencies ( =3.99), the staff responsiveness to customer needs ( =3.99),
understanding the customers ( =4.05), providing equity service to customers ( =4.08), providing
assured service ( =4.11), the staff trustworthiness ( =4.14), and staff politeness and caring ( =4.16).
2. Factors related to customer perceptions of PCU service quality (p<0.05) were: age, (r=.123)
income(r= -.101), education(r= -.169), living in health assurance coverage area(r= .155), living near
PCU(r= .130), convenience in traveling(r= .113), being trust the PCU service(r= .267), being in-
formed the type of PCU service directly from the PCU staff(r= .210), working in health related career
(r= .134), experienced with PCU service(r= .307), and number of receiving care from PCU(r= .294).
3. Six predictors could explain 22.6% of the total variance of customer perception of PCU service
quality were: experienced with PCU service(ß = 0.525, p<0.001), number of receiving care fromPCU(ß =
0.032, p<0.001), being trust PCUservice (ß=0.301, p<0.001), age (ß=0.008, p<0.01), income(ß= -8.853E-
06, p<0.05), being informed the type of PCU service directly from the PCU staff (ß = 0.181, p<0.001)
Y=2.949+0.525X1+0.03X2+0.301X3+0.008X4–8.897E-06X5+0.181X6
Keywords :
Service quality, customer perceptions, PCU service quality
