FACTORS AFFECTING SERVICE QUALITY OF THE PROVINCIAL ELECTRICITY AUTHORITY SAKON NAKHON PROVINCE

Abstract

Sakon Nakhon Province Electricity Authority provides direct service. To people when an agency has good service quality, it will increase people's confidence. The objectives of this research were 1) to study the level of administrative factors and service quality of Sakon Nakhon Provincial Electricity Authority. 2) to compare the service quality of Sakon Nakhon Provincial Electricity Authority when classified by personal characteristics, and 3) to study the influence of structural factors service process, service personnel and facilities that affect the service quality of Sakon Nakhon Provincial Electricity Authority. The sample group consists of 400 people who contacted Sakon Nakhon Provincial Electricity using a simple random sampling method. The questionnaire was used as a tool to collect data, the IOC value ranged from 0.80-1.00, the classification power was between .389 - .840, the confidence value .856 and the statistics used for data analysis were frequency, percentage, mean, and standard deviation standard t-test, One-way ANOVA and multiple regression analysis. The results showed that 1) administrative factors of the Sakon Nakhon Provincial Electricity Authority Overall. 2)According to personal characteristic branches was a statistically significant difference at the .05 level, except gender, age, level, occupation, average monthly income and the frequency of service requests per month 3) Administrative factors effecting Sakon Nakhon Provincial Electricity Authority’s service quality (=.566), structure (=.280), technology and facilities (=.251), service personnel (=.231), and management factor jointly forecast the level of service 94.60% (R^2Adj=.946) with a statistically significant level at .05