Service Quality of Pakchong MunicipalityPawn Shops, Pakchong District, Nakhon Ratchasima Province

Abstract

This research study aimed : (1) to study the customers’ behavior in using services (2) to study the quality of services and (3) to compare the quality of services of each pawnshop in Pakchong Municipality, Pakchong District,  Nakhon Ratchasrima province. The sampling group  were 400 people who used the services at the pawnshops in Pakchong Municipality . The data were collected by questionnaire. The statistics using to analyze data were T-test, one-way ANOVA and descriptive statistics such as percentage, mean, and standard deviation. The results of this research revealed that: most of the participants pawned their gold ornaments. The reason they chose to use the pawnshops service was because of the uncomplicated procedures. The satisfaction on quality of services, in general, total was at the highest level. Comparing the satisfaction based on the information of the customers showed that the differences of gender, age, status, level of education, occupation, and monthly income did not affect their satisfaction. Participants with different numbers of family members had their satisfaction on reliability aspect and responding to customers’ needs aspect at differently with statistical significance at 0.05 level.