-42-
Abstract
The objective of this qualitative study was to explore the dimensions of service quality
provided by PCU as percieved by PCU staff. Sample was 7 PCU staff who has been working in
Ampur Rasada and Houy-Yod, Trang province. Data was collected by in-depth interviewed. Content
analysis was performed by researchers and validated by 3 reviewers. The results revealed 6 dimension
of PCU service quality as percieved by PCU staff: (1) providing assured service, (2) the staff
responsiveness to customer needs (3) the staff trustworthy, (4) understanding the customers,
(5) staff ability in working with community and related agencies, and (6) providing equity
service to customers. The result will be benefit for PCU to design a quality service.
Keywords :
dimensions of service quality, PCU service quality, staff perception
