service Service quality affects the satisfaction of using the service at Thanyarak Center

Abstract

The objective of this research is to study the quality of service that affects the satisfaction of users at the Thanyarak Center. Populations used in this study were 400 service users at Thanyarak Center.  Questionnaires were used, together with the frequency, percentage, mean, standard deviation, and one-way ANOVA. In addition, results indicated that the overall factors were rated at the high level for all factors, namely, Tangibles  (  = 4.14, S.D = 0.54), Reliability (  = 4.50, S.D = 0.51), Responsiveness (  = 4.43, S.D = 0.50), Assurance (  = 4.45, S.D = 0.52), Empathy (  = 4.41, S.D = 0.60) and summarize the variables that affect the decision to use the service, sorted by 1) Reliability 2) Assurance  3) Responsiveness 4) Empathy 5) Tangibles. The hypothesis testing of consumers showed that the different demographic characteristics of the consumers in terms of sex, age, career, and average income per month reflected no significant difference on the mean of the service quality of Tangibles, Reliability, Responsiveness, Assurance, Empathy.  The quality of service is the factor that affect the satisfaction of using the service at the Thanyarak Center