Need Analysis of Service Quality of Public Parks in Bangkok During Covid-19 Situation

Abstract

The objectives of this study were 1) to examine the actual and expected conditions of park service quality, 2) to identify the urgent service quality improvements needed, and 3) to compare the service quality of parks located in Bangkok during the COVID-19 pandemic. This study was conducted by surveying 400 park visitors amid the COVID-19 pandemic. The research instrument was questionnaire. The data were analyzed with descriptive statistics, Modified Priority Needs Index (PNI_modified), t-test, and one-way analysis of variance.

                The results of the study were as follows:

                1) Current State (Actual Conditions): The analysis revealed that the service quality of public parks in Bangkok during the COVID-19 pandemic was at a high level, with a mean (M) of 3.68 and a standard deviation (S.D.) of 0.48. The highest mean score was for the tangibility of services (M = 3.73, S.D. = 0.52). Desired State (Expected Conditions): Respondents expected a high level of service quality, with a mean (M) of 4.17 and a standard deviation (S.D.) of 0.39. The highest mean score was also for the tangibility of services (M = 4.29, S.D. = 0.46). 2) The most urgent quality service improvement required was related to service fairness and customer understanding and recognition. 3) The demographic variables that significantly impact the average quality of service in public parks in Bangkok during the COVID-19 situation at a .01 significance level are age, education level, and occupation.