GUIDELINES OF SERVICE QUALITY DEVELOPMENT IN THE INFORMATION TECHNOLOGY TAOKAENOI FOOD & MARKETING PUBLIC COMPANY LIMITED IN SITUATION CORONAVIRUS 2019 PANDEMIC

แนวทางการพัฒนาคุณภาพการGUIDELINES OF SERVICE QUALITY DEVELOPMENT IN THE INFORMATION TECHNOLOGY TAOKAENOI FOOD & MARKETING PUBLIC COMPANY LIMITED IN SITUATION CORONAVIRUS 2019 PANDEMIC

Abstract

          The purposes of this research were: 1) to study the level of service quality expectations and perceptions 2) to compare perceived expectations and service quality gaps, and 3) to compare expectations. and perception of service quality of information technology According to personal characteristics, Taokaenoi Food and Marketing Public Company Limited, in situation coronavirus 2019 pandemic The research instruments were questionnaire. data were analyzed by quantitative research population was company employees sample size 234 sampling method Stratified sampling and Stratified Random Sampling the research instruments were verified for both accuracy and precision. The data were analyzed by using computer software package. The statistics used in data analysis were analyzed using descriptive statistics such as percentage, mean, standard deviation. and the inferential statistics are t-test (Dependent), t-test (Independent), One-way ANOVA test hypothesis.

The results were as follows:

1) level of expectation and perceived service quality found that the quality of service Overall, it's at the highest level. in terms of providing confidence in the service The highest mean was 4.36, followed by the response to the needs of the service provider, the mean 4.32, and the caregiver aspect, the mean 4.27.

2) expectation comparison results Perceived and gaps in service quality were significantly different 0.05

3) results of the comparison of expectations and perceptions of service quality by personal characteristics. The results of the comparison of service users with age and workplace There were differences according to LSD pairs separated by age, i.e. employees under 30 years old, employees aged 30-35 years, employees under 30 years old, and employees aged 41 years and over working at Muang Thong Office and Rojana Factory, Noppawong Factory and Factory. Rojana Significantly 0.05

Keywords:  Service quality, expectation, perception