เอกสารการประชุมวิชาการและเสนอผลงานวิจัย มหาวิทยาลัยทักษิณ ครั้งที่ 19 2552 - page 374

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2
Abstract
The objective of this research was to examine the relationship between health care personnel perception
of primary care unit (PCU) service provided base on primary health care standards and PCU service quality. Two
hundred and thirty five samples drawing from 503 health care personnel who have been working at PCU in
Phatthalung province by systematic random sampling. The questionnaire was developed by researcher framing
based on primary health care standards proposed by Ministry of Public Health and Service Quality Model. The
results were as follows: 1) The level of service provided by PCU based on primary health care standards was at
high level for the total score ( x = 3.87, SD = 0.42) and ranging from 4.0 to 3.71 among the five standards:
community services ( x = 4.00, SD = 0.43), continuity of care ( x = 3.98, SD = 0.52) services providing at PCU
( x = 3.84, SD = 0.47), management ( x = 3.78, SD = 0.55), and academic service ( x = 3.71, SD = 0.66),
respectively. 2) The level of health care personnel perceptions of service quality provided by PCU was at high
level for the total score ( x = 4.21, SD = 0.31) and ranging from 4.35 to 3.94 among the five dimensions:
assurance ( x = 4.35, SD = 0.36), empathy ( x = 4.34, SD = 0.44), responsiveness ( x = 4.25, SD = 0.44),
reliability ( x = 4.18, SD = 0.38), and 5) tangibles ( x = 3.94, SD = 0.48), respectively. 3) There was a significant
relationship between PCU service provided based on primary health care unit standards and health care personnel
perceptions of PCU service quality (p < 0.05 , r = 0.55). The result suggested that PCU needs primary health care
unit standards for guiding service delivery in order to achieve service quality.
Keywords : primary care standard delivery , PCU service quality
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