Expectation and Satisfaction to Service Quality of Pre - marketing Control for Health Products and Health Services in Chai Nat Provincial Health Office Towards Government Easy Contact Center (GECC)

Abstract

Background: One Stop Service Center is a completely integrated center for seeking permission to lessen difficulty of business operators who seek permission for health products. It has mission to supervise and monitor health products before distributed to the market. Chainat Public Health Office has provided and its operation follows the standard of FDA Thailand in a continuous manner. In 2019, One Stop Service Center specified a developing plan aiming to elevate the quality of service providing from the FDA Thailand at the departmental level (FDA Thailand) to the national level or called as Government Easy Contact Center (GECC). Therefore, the researcher is interested in study expectation of and satisfaction towards the quality of service providing to become Government Easy Contact Center including additional suggestion and opinions so as to be a guideline for elevating the quality of service providing, aiming to achieve satisfaction and expectation of service receivers. It is considered a higher elevation of the service quality in response to national polices, consistent with the 20-year National Strategic Plan for Public Health.

Objectives: The objectives of this survey research were to study the guidelines for raising the service quality of pre-marketing control for health products and services in Chai Nat Provincial Health Office towards Government Easy Contact Center (GECC).

Methods: This research was a survey research that including expectation and satisfaction of clients, and to propose the suggestions and additional comments of the clients at One Stop Service Center based the supervision of Chai Nat Provincial Health Office. The sample size was 360 clients who used services at the One Stop Service Center. Data collection period was from January 2018 to October 2019 by using a questionnaire on the clients' expectation and satisfaction on the service. The data were then analyzed by using frequency, percentage, average, and standard deviation.

Results: The results of this study indicated that most of the clients was a female (74.20%), aged between 31-40 years old (33.33%), and graduated on a bachelor degree (59.20%). An expectation overall on the service quality was at a high level. When considering in each perspective, it found that the highest expectation of customers was an integrity and transparency, followed by service personnel, place and facilities, and process, respectively. In addition, overall satisfaction on the service quality was at a high level which was the same level as the expectation overall. In each satisfaction perspectives found that the highest satisfaction of clients was an integrity and transparency, followed by service personnel, process, and place and facilities, respectively.When the differences and gaps in expectation and  satisfaction towards the service were studied, the mean scores of satisfaction towards the process and service process, service personnel and integrity and transparency were positive, indicating that the clients’ satisfaction was higher than the expectation. However, the mean scores of satisfaction towards the place and facilities were negative, indicating that the clients’ satisfaction was lower than the expectation.

Conclusions: The clients’ overall expectation satisfaction towards the service quality was at a high level. The clients’ satisfaction towards process and service process, service personnel and integrity and transparency was higher than the expectation. However,  the clients’ satisfaction towards place and facilitates was lower than the expectation.  The findings of this study is able to beneficial to the guidelines for raising the service quality of Chai Nat Provincial Health Office towards Government Easy Contact Center (GECC), enhancing also responsiveness to the clients truly. Better service quality will be found by raising from the department to the national level standard. Besides, the proposed guideline is able to apply the model for improving the service quality at the others One Stop Service Center where under the supervision of health district and the provincial public health offices across the country.