Entrepreneurs' Satisfaction with Services at One Stop Service Center of Consumer Protection Division, Chiang Mai Provincial Public Health Office

Abstract

              According to the government system development based on new approach, customers’ satisfaction is an indicator to assess the work performed by the one–stop service of health product center. This requirement of service standard indicates a minimum satisfaction level of 80%. The objective was to determine the level of and the factors affecting entrepreneurs’ satisfaction with one–stop service of health product center affiliated to Consumer Protection Department, Chiang Mai Public Health Office. A cross–sectional study was undertaken on a sample (n=298) selected by systematic sampling from three groups of entrepreneurs associating with food, medicine and clinic who got their licenses during April 2005-March 2006. A valid and reliable questionnaire sent by mail was used to collect the data. Descriptive statistics and multiple regression were employed to analyze the data of 243 respondents at the significant level of 0.05. Results showed that the overall level of entrepreneurs’ satisfaction was 80.1% and the significant factors affecting their satisfaction were getting the license, suggestion for service and license fee. The food, medicine and clinic entrepreneurs demonstrated their satisfaction levels of 75.6%, 78.5% and 83.7% respectively. For food entrepreneurs, the only significant factor was suggestion for service while those of medicine entrepreneurs were steps of service and convenience of place. For clinic entrepreneurs, the significant factors included getting the license, suggestion for service, steps of service and service of officials. Through customer’s satisfaction indicator, this center achieved the service standard required by government.Factors affecting satisfaction could be useful for improving service in order to increase customers’ satisfaction.