EXPECTATION AND PERCEPTION OF THE SERVICE QUALITY OF PRIMARY PHARMACEUTICAL SERVICE AMONG TYPE-2 DIABETES MELLITUS PATIENTS IN SARABURI PROVINCE
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Abstract
BACKGROUND Service quality is the key to a service that will impress the customers.
Focus on the perception of service that meet the patient’s expectation may use to evaluate the quality of primary pharmaceutical service.
OBJECTIVE To study the expectation and perception of the service quality of primary pharmaceutical service among type-2 diabetes mellitus patients in Saraburi province.
METHODS This study was a survey research under which the sample group included 182 with type-2 diabetic patients who received pharmaceutical service at the chronic diseases clinic of the primary care unit in Saraburi Province and were selected by multi-stage sampling. The research tool was a questionnaire and the statistics used in the study were percentage, mean, standard deviation and the Wilcoxon Matched-Pairs Signed-Ranks.
RESULTS By comparing the differences between service quality levels based on the expectations and perceptions of diabetic patients towards primary pharmaceutical services in diabetic patients in Saraburi Province, the response to service recipients and an understanding of service recipients demonstrated a statistically significant difference (4.58+0.41 vs 4.30+0.49, p<0.01 and 4.40+0.44 vs 4.13+0.63, p <0.01 respectively. While, the expectations were higher than the perceived value in the almost part of the service, except the concrete aspect of the service which, the mean of perceptions was higher than the expectations with no significant difference (4.27+0.40 vs 4.26+0.43, p=0.919).
CONCLUSIONS AND DISCUSSIONS For primary pharmaceutical services in diabetic patients, it was found a gap of the service quality between the expectation and perception of service recipients. Therefore, methods should be sought to bridge this gap to get the service quality.
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References
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