Factors Affecting the Electrical Service of Provincial Electricity Authority for the Development Excellence
Keywords:
Quality of service, service satisfaction, management to excellenceAbstract
The purposes of this research were to study the factors affecting the electrical service of the provincial electricity authority for the development of excellence and to study the direct and indirect influence the electrical service of the provincial electricity authority. The sample group was electricity users, who were under the responsibility of three of the provincial electricity authorities, namely Provincial Electricity Authorities of Sawang Daen Din, Charoen Sin, and Song Dao District. The stratified sampling of 400 samples was performed for 3 proportions of the Provincial Electricity Authority. The instrument of this research was a questionnaire and they conducted an analysis to find the confidence of the questionnaire was equal to .983. The results of this research can be as followed: The results of the factors affecting the electrical service of the provincial electricity authority included management’s commitment to excellence, service quality, and satisfaction with service. The results of factors directly influencing the management towards excellence consisted of service quality and satisfaction with service, and service quality was an indirect influence through satisfaction with service.
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