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Abstracts
The objective of this study was to explore the customer expecttaions on service quality provided
by primary health care unit (PCU).Three hundred and fifthy nine sample drawing by stratify random
sampling from the customers who have received service from the PCUs in Amper Ratsada and
Houy-Yod, Trang province. The instrument was framed based on the qualitative study on customer
ecpecttations of PCU services (Gunda,2008) and the service quality model (Parasuraman, Zeithmal,
Berry, 1992). Customer expecttaions on service quality of PCUs consists of eight of…dimension.
The alpha chronbach of reliability was 0.95 for the total score and ranging from 0.54 to 0.93 among
the eight diemensions.
The results showed that the total score of customer expectations of PCU servcie was at the
high level of 4.22 The score for every a particular dimension was high as follow:
(1)The he readiness of building, environment, and PCU’s staff in providing service was
4.02 . (2)Providing equity service to customers was 4.28 .(3)Providing assured service was 4.29 .
(4)The staff politeness and caring was 4.34 .(5)The staff responsiveness to customer needs was
4.18 .(6)The staff trustworthy was 4.29. (7)Understanding the customers was 4.18 .(8)Staff
ability in working with community and related agencies was 4.18 . This study remained the provider
to be more careful and devolopment with service provided to respond of most customer expectation.
Key words :
customer expectations , Service quality, PCU service quality
