The Comparison between Expectation and Perception among Clients towards the Quality of Service of Primary Care Khok Lo Tambon Health Hospital Promoting Hospital, Muang District, Trang Province

Abstract

This survey research’s objectives were : (1) to study the level of expectations and perception of service quality among primary care cluster clients (2) to compare the differences between expectation score and perception score on service quality among primary care cluster clients (3) to compare the differences between expectation score and perception score among primary care cluster clients according to personal sociodemographic characteristics. The sample group used were the population age 20 years old and older who were received service in Primary Care Khok Lo Tambon Health Hospital Promoting Hospital total of 349 people and selected by systematic random sampling method. Data were collected by questionnaire with the reliability value between 0.97-0.98. Statistics used for data analysis include percentage, mean, standard deviation. t-test and one-way analysis of variance.

The results revealed that: (1) Clients had high expectation and perception of service quality. (2) Average score of perception were greater than expectation with a statistical significance at 0.05 level. (3) Clients with different levels of education, age, income and status are different, have different expectation and perception about service quality with statistical significance at 0.05 level.

Suggestions to the needs of service quality of Primary Care Khok Lo Tambon Health Hospital Promoting Hospital were as follows: 1) Should increase proactive services for the elderly, home-bound and bed-bound patients. 2) More parking spaces should be provided. 3) Should use a microphone to call the clients.