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Abstract
A Descriptive study was conducted.The objective of this study was to describe the service
quality among clients attending the primary care units in Ratsada and Huay-yod District, Trung
Province.Data were collected form 398 clients who were selected by using stratified random. The
questionnaires were applied by reviewing from previous studies. The questionnaires of customer
expectation of service quality was developed by integrating the service quality dimensions of service
quality model( Parasuraman, Zeithaml and Berry, 1985 ) and the dimensions discovered by Kanda and
Wallapa ( 2007 ). The reliability was 0.97 among the questionnaires regarding the service quality. The
questionnaire comprised of 8 dimensions such as 1)the readiness of places, equipments and personnel,
2)the kindness’s health care professionals, 3) the responsiveness, 4) the equity, 5) the reliability,
6) the empathy, 7) the assurance, and 8) the relationship with communities and other organizations.
Descriptive statistical analysis was used such as frequency, percentage, mean and standard deviation.
The findings found that the service quality was high in overall( =4.05,SD=0.75). In
addition, the kindness was highest ( = 4.16,SD=0.85), assurance and empathy ( =4.14,SD=0.77),
reliability ( = 4.11,SD=0.79), equity ( =4.08,SD=0.97). The responsiveness and The relationship
with communities other organizations and was also high ( =4.00,SD=0.84,0.88). The readiness
of places, equipments and personnel was 3.83,SD=0.80 respectively.
Key words
: service quality, perception
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