ผู้วิจัย/Authors: Vasin Theekavanit.

ชื่อเรื่อง/Title: Expectation on Service Quality for Universal Health Coverage Program in Phichit Province.

แหล่งที่มา/Source: Total Abstract Journal of Health Science, Vol 12, Page 294-295.

รายละเอียด / Details:

An expectation was assessed including the service quality for the Universal Health Coverge Program in Phichit Province The study aimed to evaluate the expected output for the clients of the primary health care unit The stakeholders of the client qroups were sampled totalling 421 cases of the 44 primary health care units A set of questionaire based on the concept of Parasuraman was Developed to be used for the monitoring The 5 components of the service quality were determined including tangibility reliability and responsiveness of the service as well as the assurance and the empathy of the clients It was evident that total service expectation of the clients of the primary health care unit was at a high level (X=3.80,SD=0.69) in the order of assurance (X=3.88,SD=0.73) reliability (X=3.82,SD=0.72) responsiveness of the clients (X=3.81,SD=0.79) empathy (X=3.80,SD=0.80) and tangi-bility of the service (X=3.70,SD=0.73) Considering each component the expectation of the customer clients at the highest level of 43.47 percent was determined emphasisingly based on the facilities of the service unit areas for the service tangibility On the service reliability the greatest expectation was 42.28 percent for quick interaction For the service responsiveness sincerity of the officers was rated the highestat 43.71 percent Furtermore in dealing with the service confidence the greatest expectation at 43.71 percent was on safety On the empathy the clients had the greatest expectation at 40.62 percent on the friendliness of the officers Consequently improvement of service quality for the primary health care unit can be made corresponding to the expectation and the desire of people.

Keywords: service quality, primary care units, expectation

ปีที่เผยแพร่/Year: 2005

Address: Bureau of Inspection and Evaluation

Code: 20050000572

ISSN/ISBN: 974-506-393-2

Country of publication: Thailand.

Language: English.

Category: Abstract Journal.

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