| ชื่อบทความ | Evaluating the Citizen Satisfaction on Service Quality Using the SERVQUAL Model: The Case of Kaeng Khol Municipality, Thailand |
|---|---|
| ประเภทการตีพิมพ์ | วารสารวิชาการระดับนานาชาติ |
| ชื่องานประชุมวิชาการ/วารสาร | Journal of Management in Business, Healthcare, and Education |
| ผู้แต่ง |
ปวิช ปิยะสุนทรสกุล ประภาพร ยางประยงค์ |
| วันที่ตีพิมพ์/นำเสนอ | 15 ธ.ค. 2564 |
| ปีที่ | 1 |
| ฉบับที่ | 10 |
| หมายเลขหน้า | 1-19 |
| ลักษณะบทความ | |
| Abstract | Purpose: This study aims to deploy the SERVQUAL model to identify the citizen satisfaction factor of the service quality at the local government, Kaeng Khoi Municipality. Methodology: The study consisted of 249 samples that used services for various departments at the local government, Kaeng Khoi Municipality. The data were analysed using multiple regression analysis based on the SERVQUAL scale. Findings: The original hypothesis model from the point of view of SERVQUAL users shows five service quality attributes: 1. reliability 2. responsiveness 3. assurance 4. empathy, and 5. tangibles. The study reveals there is no significant relationship between reliability and citizen satisfaction. The impact factors are assurance, empathy, tangibles and responsiveness by order. Research Limitations: This study was limited to the citizens who used the local government of Kaeng Khoi Municipality service. The duration of data collection and the accessible population was 1-30 November 2021. The different venues and times might give differing results. There are also many other service quality dimension measurements using the SERVQUAL model. Originality / Value: The finding of this study is a guideline for the local government and policymakers to improve the service quality to taxpayers. Secondly, there has been no previous research regarding the local government service quality of Kaeng Khoi Municipality. |