THE COMPARATIVE STUDY OF CUSTOMER EXPECTATION AND PERCEPTION TOWARD SERVICE QUALITY OF NATIONAL SINGLE WINDOW SYSTEM OF LOGISTICS MANAGEMENT IN EXCISE DEPARTMENT.

Abstract

              The objective of this research was to study the expectation and perception of service quality in order to determine the satisfaction of using the service and factors that affect the satisfaction of using the service through the National Single Window system. This research was quantitative. Questionnaires were used as a research tool to collect data. Data was collected from 100 users of the National Single Window system of the Excise Department.
From the research, it revealed that the sample generally had the highest level of expectation of service quality through the National Single Window system of the Excise Department. When considering each factor, it was found that there was the highest expectation in reliability and speed of response. In terms of perception, the sample perceived service quality at the highest level. When considering each factor, it was discovered that the perception of service quality was highest in reliability and speed of response. In terms of satisfaction from using the National Single Window system of the Excise Department measured using the principle of satisfaction; it was found that the sample generally was not satisfied with the service. When considering each factor, it was discovered that the sample had the most dissatisfaction in emotional awareness of service users, followed by reliability. In contrast, the sample had the most satisfaction in trust and speed of response.