Service Quality of Village Health Volunteers in Unrest Areas : A Case Study of KhokPho Subdistrict, KhokPho District, Pattani Province

Abstract

This quantitative study aimed to investigate the service quality and the relationship between personal factors of service users and service quality of Village Health Volunteers in unrest areas: A case study of Khokpho Subdistrict, Khokpho District, Pattani Province. The sample size used in the research was 342 people who received services from the village health volunteers (VHV) in Khokpho Subdistrict, Khokpho District, Pattani Province. The research instrument used was a questionnaire. The data obtained were analyzed by using descriptive statistics: Frequency, Percentage, Mean, Standard Deviation and Inferential statistics: comparison of the single group mean (Independent Samples t-test) Analysis of variance One-Way. Anova). The paired mean was compared using Lest Significant Difference (LSD) at a significant level of 0.05.

The findings revealed that the quality of service of VHV required consisted of 5 factors: physical appearance, reliability and trust, response, confidence building and care which the overall quality was at a high level. Meanwhile, the personal factors consisted of education levels, incomes and knowledge of basic public health which had an impact on the different service quality of VHV. When considering in details, it was found that education levels affected different responses. Income levels affected physical appearance, reliability and trust, confidence building and the different aspects of care. Knowledge of basic health affected physical appearance, reliability and trust, response, confidence building and the different aspects of care.