The Service Quality Development of the Revenue Collections Department, Maha Sarakham Provincial Waterworks Authority

Abstract

The research aimed to study expectations and perceptions of service quality and to suggest some guidelines for developing service quality of Revenue Collections Division of Maha Sarakham Provincial Waterworks Authority. The participants were 400 people who used water provided by Maha Sarakham Provincial Waterworks Authority. The research tool was a questionnaire, which applied from the SERVQUAL concept.  The questionnaire had Cronbach’s alpha coefficient for the expectation as 0.72 and the perception as 0.89. Data was analyzed by using frequency, percentage, mean, standard deviation and paired-samples t-test.

          The results showed that the expectation and the perception of service quality of Revenue Collections Division of Maha Sarakham Provincial Waterworks Authority had high levels in both overall and each aspect. It was found that the means of the expectation were higher than the means of perception.  According, participants were not satisfied with the services quality of Revenue Collections Division in all 5 aspects including service tangibles, reliability, responsiveness, assurance, and empathy. Findings were used as some guidelines to improve service quality of Revenue Collection Division of Maha Sarakham Provincial Waterworks Authority, with the following projects: One Stop Service, Prompt and Accurate Service, Service Mind with international goal oriented, Mister Smart Plumbing and Caring like family.