ความพึงพอใจของผู้ใช้น้ำประปาต่อการบริการ ของการประปาส่วนภูมิภาค สาขาสันกำแพง จังหวัดเชียงใหม่

Abstract

The purpose of this independent study is to examine the satisfaction of water supply consumers towards services of Provincial Waterworks Authority, Sankamphaeng Branch, Chiang Mai Province. The sample group of 400 chosen by convenience sampling were the consumers who consumed water supply in the area of responsibility of Provincial Waterworks Authority, Sankamphaeng Branch, Chiang Mai. The questionnaire was employed to collect data from this sampling group. Then, the data was analyzed by descriptive analysis including frequency, percentage, mean, and weighted satisfaction scoring model and by inferential statistics consisting of exploratory factor analysis. The study revealed that the majority of the respondents were male aged between 30 and 39 years old. They possessed a high school certificate or vocational certificate and they were private company employees. Their salary range was from 10,000 to 20,000 baht. The average cost of a water bill per month was between 100 and 300 baht. The payments were made at Provincial Waterworks Authority, Sankamphaeng Branch as a payment channel. The reason they chose the water supply services was they were standardized and of good quality. Concerning the satisfactory level towards the services of Provincial Waterworks Authority, Sankampheang Branch, Chiang Mai Province, the total mean was at a high level. Regarding the results of exploratory factor analysis when the important factors were extracted by Principal Components Analysis (PCA) and varimax rotation, the study found that there were six outstanding principal factors extracted. They were information services, customer relations, service convenience, office amenities and image, service quality, and prices and fees listed respectively from the highest to the lowest levels of satisfaction.