Digital technology affecting photocopying service quality

Abstract

PURPOSES: To study an application of digital technology, service quality, and effect of digital technology on the service quality of Duang Kaew photocopying center in Min Buri District, Bangkok Metropolitan Administration. METHODS: A sample survey research of 400 customers who used photocopying service at the Duang Kaew photocopying center. Data collection by questionnaires with the reliability of 0.940. RESULTS: Digital technology of the Duang Kaew photocopying center was at the highest level ( = 4.49, S.D. = .242), particulary tools and equipment, communication channels, and payment channels, respectively. Service quality was at the highest level ( = 4.84, S.D. = .245), particularly responsiveness, empathy, tangibles, assurance, and reliability, respectively. Digital technology that affected the service quality statistically significant at the level of .05 were tools and equipment (β = .56, t = 13.933, P-value = .000), and communication channels (β = .231, t = 5.723, P-value = .000), respectively. THEORY/POLICY IMPLICATIONS: Digital technology plays an important role on service quality in photocopying. Photocopying center need to improve quality services by applications of digital technology.