Customer Satisfaction on Service Quality of Marine Office Ayutthaya

Abstract

This research aimed to 1) study user’s satisfaction on services quality of Marine Office, Ayutthaya, 2) investigate the user’s behaviors on services quality of Marine Office, Ayutthaya, and 3) compare demographic factors, influenced on satisfaction in term of service quality of Marine Office, Ayutthaya. 400 users who received services at Marine Office Ayutthaya were selected by convenience sampling as the samples of this study. Data were collected by using questionnaire, and then were analyzed by using statistical analysis, including percentage, mean, standard deviation, and One-Way Analysis of Variance (ANOVA).

The results of the study revealed 1) For user’s satisfaction, the results showed that users satisfied services in the highest level (X̄ = 4.30). Considering services aspects, the results indicated that Reliability (X̄ = 4.36) aspect got the highest mean score, followed by Assurance (X̄ = 4.30), Response (X̄ = 4.28), and Tangibles (X̄ = 4.26), respectively. 2) Customer's behavior of the users at Marine Office, Ayutthaya, revealed that most of them received ship registration renew service for 1 – 3 times a month, and they preferred getting service at 08.30-10.00 am most. 3) The results of the hypothesis testing showed that different demographic factors (i.e. age, status, educational background, occupation, and income) significantly influenced on user’s satisfaction toward services quality of Marine Office, Ayutthaya (P < 0.05).