People's Attitudes Towards Service Quality of Government Agencies

Abstract

This research aimed to study the level of service quality provided by Government Agencies in Dusit area, Bangkok, and to compare the service quality classified by demographic Factors. The target population used in this research were people living in Dusit area. Total of 300 sample group was selected from the population using multi-stage sampling method. Data was collected using the generated questionnaires with the validity and reliability tested. The statistics used in the analysis were mean, standard deviation, t-test and ANOVA. The results of the research revealed that the respondents emphasized on assurance follow by tangibility, responsiveness, empathy, and reliability. The quality of service of government agencies in Dusit area classified by demographic factors found that there was difference in service quality according to public perception when classified by and average income, which are overall different in the aspect of tangibility, assurance, and empathy with statistically significant at the .001. As well as there was difference in service quality according to public perception when classified by and average income, which are overall different in the aspect of reliability and responsiveness with statistically significant at the .05.

Keywords—Online marketing innovation, Satisfaction of purchasing, Social media platform