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Abstract
This descriptive research the purpose of this study was to examine staff perception of
customer expectation of service quality provided by PCU. The sample was sixty three PCU staff from
primary care unit (PCU) in Amper Ratsada and Houy-Yod, Trang province. The instrument was
framed based on the qualitative study on customer ecpecttations of PCU services (Gunda,2007)
and the service quality model (Parasuraman, Zeithmal, Berry, 1992). The questionaire of staff
perceptionof service quality provided by PCU consisted of eight dimensions. The reliability
of the questionare was computed from 30 questionare collecting from PCU staff who have
worked in Pattalung province. The alpha chronbach was 0.97 for the total score and ranging
from the highest to the lowest among the eight diemension. The results revealed as followes:
1. Staff perception of customer expecttation on service quality provided by PCU
for the total score was at high level ( = 4.39, S.D = 0.49)
2. Staff perception of customer expecttation on service quality provided by PCU among
the eight dimension ranging from the highest to the lowest was: (1) understanding the
customers ( = 4.52,S.D = 0.55 ), (2) providing equity service to customers ( = 4.52,S.D
= 0.59 ), (3) the staff politeness and caring ( = 4.46,S.D = 0.58 ), (4) the staff responsiveness
to customer needs ( = 4.43,S.D = 0.52 ), (5) providing assured service ( = 4.43,S.D = 0.54),
(6) the staff trustworthy ( = 4.42,S.D = 0.55 ), (7) staff ability in working with community and
related agencies ( = 4.26, S.D = 0.57) and (8)environment, and PCU’s staff in providing
service ( = 4.09, S.D = 0.67)
Keywords :
staff perception , PCU service quality , customer expectation of service quality
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