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Abstract
The objective of this study was to explore factors effecting to customer expertation of service
quality provided by primary health care unit (PCU). Taro Yamane was used to determine the sample
size and stratified random sampling was applied to identifiy sample. 359 sample drawing from people
who have received care from PCU in Amper Ratdsada and Houy-Yod, Trang province. Instrument
was developed by integration the service quality dimension revealed and the dimension perception in
service guality model consisted of 8 dimensions. The reliability of the questionnaires tested Cronbach's
alpha coefficients of the instruments for total same was 0.97 and 0.72-0.95 among the 8 dimensions.
Data analysis performed by stepwise multiple regression analysis.The major findings were as follows:
1) Factors related to customer expertation of service quality provided by PCU (p<0.01) were:
Past experience factor by service from PCU (r =.218) and everring has the amount time in recieved
service (r =.221). External communication factor by know service from an officer (r =.133)
2) The variables which significantly predicted primary health care service quality-expectation
(p<0.001), everring has the amount time in recieved service and service from PCU,it
is variables could explained varience of primary health care quality service and accounted
for 8.00 (R2 = 0.080) of the variance. The standardized score function was as follow
Y= 3.725+0.024X1 +0.402X2
Key words :
expected service quality, primary healt care
