THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION OF THE BANG PHLI DISTRICT REGISTRATION OFFICE, SAMUT PRAKAN PROVINCE

Abstract

The objectives of this research are to: 1. study the service quality of the Bang Phli District Registration Office, Samut Prakan Province; 2. study the service satisfaction of the service users at the Bang Phli District Registration Office, Samut Prakan Province. and 3. examine the relationship between service quality and service satisfaction of the service users at the Bang Phli District Registration Office, Samut Prakan Province. This research is a quantitative study. The population of this study consisted of 138,042 service users of the Bang Phli District Registration Office, Samut Prakan Province, and the sample group consisted of 384 individuals, determined using the Krejcie and Morgan method for determining sample size. The research instrument was a questionnaire. The reliability coefficient of the entire questionnaire was 0.84. The statistics used for data analysis included descriptive statistics, percentage, mean, standard deviation, and Pearson’s correlation coefficient analysis.

The research findings revealed that: 1. The service users of the Bang Phli District Registration Office, Samut Prakan Province, had an overall high level of opinion toward service quality ( = 4.11). 2. Service users of the Bang Phli District Registration Office, Samut Prakan Province, had the highest overall level of satisfaction with the services provided ( = 4.21). and 3. Service quality was highly (r = .80) and positively correlated with the service satisfaction of the service users at the Bang Phli District Registration Office, Samut Prakan Province.