SERVICE QUALITY AFFECTING USERS’ SATISFACTION WITH THE PROVINCIAL ELECTRICITY AUTHORITY, PHRA NAKHON SI AYUTTHAYA PROVINCE

Abstract

The objectives of this research were 1) to study the  service quality factors, including service from the staff, location and environment, and accessibility of the users of the Provincial Electricity Authority, Phra Nakhon Si Ayutthaya Province 2) to study the satisfaction of the service users of the Provincial Electricity Authority, Phra Nakhon Si Ayutthaya Province, and 3) to study the quality of service affecting the satisfaction of the service users of the Provincial Electricity Authority, Phra Nakhon Si Ayutthaya Province. The study was a quantitative research. A questionnaire was used to collect data from 385 people who came to the Provincial Electricity Authority of Phra Nakhon Si Ayutthaya Province by convenience sampling. The data were analyzed using descriptive statistics, frequency, percentage, mean, and standard deviation, T-test, One-Way ANOVA, and multiple regression analysis techniques.

The research findings indicated that the opinions on service quality factors, namely staff service, location and environment, and accessibility, were at the highest level. The level of opinion and satisfaction of the service users consisted of the convenience received from the service, the coordination of the service, the hospitality and the interest of the service users, which were at a high level. The results of the multiple regression analysis revealed that service quality factors, namely service from the staff, location and environment, and accessibility affected the user satisfaction of the Provincial Electricity Authority Phra Nakhon Si Ayutthaya Province.