Service Quality as Expected and Perceived by Clients Attending the Primary Care Units In Amnat Charoen Province - คุณภาพบริการตามความคาดหวังและการรับรู้ของผู้รับบริการที่ศูนย์สุขภาพชุมชน ในเขตอำเภอเมือง จังหวัดอำนาจเจริญ
Keywords:service quality, expectation, perception, primary health care units
The main purpose of this research was to compare the service quality as expected and perceived by primary care unit clients in Amnat Charoen province. Data were collected from 400 clients by means of self-administered questionnaire during a period January - February 2004.
Results showed that the service quality as expected was significantly higher than the service quality as perceived (overall mean 4.33 and 4.11, respectively; p< 0.001). In addition, service quality as expected was significantly higher than the service quality as perception for all aspect of service quality - tangibility (4.32 vs. 4.08, respectively; p<0.001), reliability (4.31 vs. 4.10, respectively; p<0.001), responsiveness (4.26 vs. 4.03, respectively; p<0.001), assurance (4.36 vs. 4.13, respectively; p < 0.001) and empathy (4.38 vs. 4.20, respectively; p < 0.001).
It can be concluded that clients' perception of overall service quality was high but still significantly lower than clients' expectation. Health care professionals should; therefore, realize and improve their service quality in order to accomplish clients satisfaction.
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