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Abstract
The aim of this the manner describes research. The objective of this study was to examine the
customer satisfaction of service quality provided by PCU. There were 359 customers drawing from the
people who received health care from the 24 PCU in Ampur Rasada and Houy-Yod, Trang province.
The instrument was frames based on the service quality model ( Parasuraman, Zeithaml and Berry,
1985 ) and the study of Ganda and Wallapa (2008). The reliability of the questionnaire was 0.93 for the
total score and ranging from 0.50 to 0.85 among the eight dimension. The results were as follows:
Customer satisfaction of service quality provided by PCU for the total score was at high level
( = 4.06, SD = 0.87 ).
Customer satisfaction of service quality provided by PCU for the dimension of the readiness of
building, environment, and PCU’s staff in providing service was at high level ( = 3.86 ), Customer
satisfaction of service quality provided by PCU for the dimension of staff ability in working with
community and related agencies was at high level ( = 3.98 ), Customer satisfaction of service quality
provided by PCU for the dimension of the staff responsiveness to customer needs was at high
level ( = 4.03 ), Customer satisfaction of service quality provided by PCU for the dimension of
understanding the customers was at high level ( = 4.05 ), Customer satisfaction of service
quality provided by PCU for the dimension of providing assured service was at high level
( = 4.11 ), Customer satisfaction of service quality provided by PCU for the dimension of providing
equity service to customers was at high level ( = 4.12 ), Customer satisfaction of service
quality provided by PCU for the dimension of the staff trustworthy was at high level ( = 4.16 ),
And customer satisfaction of service quality provided by PCU for the dimension of the staff
politeness and caring was at high level ( = 4.19 ).
The compairition of customer satisfaction computed from 8 dimensions with the
average of the satisfaction by using one question was at the high level. However the mean
score of the first one was 4.06 and the second one was 3.94.
This study remained the provider to be more careful with service provided to most customer
satisfaction.
Keywords :
Satisfaction of service quality provided, Customer, Primary care unit.
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