A Study of the Service Quality Affecting the Satisfaction of the Service Recipients from the Subdistrict Administrative Organizations in Khueangnai District, Ubon Ratchathani Province

Abstract

The objectives of the research were 1) to investigate the service quality and the satisfaction of the service recipients from the subdistrict administrative organizations in Khueangnai District, Ubon Ratchathani Province, 2) to study the service quality affecting the satisfaction of the service recipients, and 3) to compare the service quality classified by the individual information: genders, ages, statuses, educational levels, occupations, and monthly income of the service recipients. The population used in the study included the service recipients from the subdistrict administrative organizations in Khueangnai District, Ubon Ratchathani Province. The samples were 400 service recipients who used the services. The statistics used to analyze data were frequency, percentage, mean, standard deviation, t-test, F-test, and a multiple regressive analysis with the Stepwise technique.

            The research findings were as follows.

            When the service quality of the subdistrict administrative organizations in Khueangnai District, Ubon Ratchathani Province was considered in each aspect organized from the highest to the lowest mean scores, the sympathy was at highest mean score, followed by the reassurance, reliability in the services, the response to the service recipients, and the concreteness of the services, respectively. For the satisfaction of the service recipients, when each aspect was considered by organizing from the highest to the lowest mean scores, the expenses had the highest mean score, followed by hospitable service providers, information received, coordination, and convenience, respectively. When the influence of the service quality towards the satisfaction of the service recipients was analyzed, the findings showed that the service quality in the aspects of the concreteness of the services, the response to the service recipients, the reassurance, the sympathy impacted the satisfaction of the service recipients. All of those aspects could be used to predict by 81.20%. The service recipients had different ages and occupations and perceived the service quality in the aspects of the response to the service recipients, the sympathy, the concreteness of the services, and the reassurance differently with the statistical significance at the level of .05.