The Puality of Service that Influences the Satisfaction of Residents Withthe Project Staff of Kao Mongkol Village Village Nakhon Pathom Province

Abstract

This research aimed to (1) study the level of service quality of the staff of the Kao Mongkol Village project in Nakhon Pathom Province, (2) study the level of satisfaction of the residents of the Kao Mongkol Village project in Nakhon Pathom Province, and (3) study the influence of service quality on the satisfaction of the residents of the Kao Mongkol Village project in Nakhon Pathom Province. The sample group used in the study consisted of 200 people, divided into 100 residents of the Kao Mongkol Village project, Phutthamonthon Sai 5 - Rai Khing 34, and 100 residents of the Phutthamonthon Sai 5 - Rai Khing 26 project. The sampling method was systematic sampling, selected from the list of residents in each project. The instrument used for data collection was a questionnaire designed to cover 5 dimensions: service tangibility, reliability, responsiveness to needs, assurance, and understanding of service recipients. This questionnaire was examined for quality by analyzing the content validity by 3 experts and had a Cronbach’s Alpha value of 0.98, indicating a high level of reliability. Statistics used in data analysis include frequency distribution, percentage, mean, and standard deviation. Multiple regression analysis was used for hypothesis testing.

The results of the study found that (1) The level of opinions on the quality of service of the project staff, the overall mean was at a high level, and the highest in each aspect was the concreteness of the service. (2) The level of opinions on the satisfaction of the residents of the Kao Mongkol Village project, the overall mean was at a high level, and the highest in each aspect was the equality of service. (3) The results of the hypothesis testing found that reliability or trust, meeting needs Providing assurance and understanding the perception of service recipients' needs have an influence on the overall satisfaction of residents of the Kaomongkol Village Project, Nakhon Pathom Province, with statistical significance at the 0.05 level, while the tangibility of the service has no significant influence on the satisfaction of residents of the Kaomongkol Village Project, Nakhon Pathom Province.