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ABSTRACT
This descriptive studywas to describe the service quality provided by primary care units as provided
by its staff. The sample was 63 provided by primary care units as provided by health care staffs worked in
Ratsada District and Huayyod District, Trang Province. The questionnaires was developed by integrating
the service quality dimensions by koonkoery and kochapakdee (2007) with service quality model (Parasu
raman,Zeithaml,Berry,1985). There was 8 dimentions with alpha conbach found that reliability was 0.97.
The descriptive statistics analysis was used such as frequency, percentage, mean and standard deviation.
The findings were follows . 1. Service quality provided by primary care units was high for total
service ( = 4.26, S.D = 0.48). According to each dimension found that dimension such as assurance,
understanding and empathy were highest ( =4.39, S.D.=0.52), ( =4.39, S.D.=0.56) respectively.
2. Service quality provided by primary care units for 8 dimensions was at high level: ( =4.39 S.D=0.55),
( =4.33 S.D=0.56), ( =4.32 S.D =0.55),( =4.26 S.D =0.53), ( =4.04 S.D =0.65) ,( = 3.87 S.D
=0.75) respectively. Furthermore, total service quality toward perception was high ( =3.98,
S.D.=0.66). In conclusion, all dimension of service quality toward perception was high. However,
the service quality toward perception would be changed and depended on the organizational
structure. The relationship and knowledge and skill developments should be assessed continuously
to develop the service quality in primary health care units.
Keywords :
Service quality, Perception, Primary care units
