ความพึงพอใจของผู้รับบริการต่อคุณภาพการบริการของสำนักงานสรรพสามิตพื้นที่เชียงราย สาขาเวียงป่าเป้า

Abstract

This independent research aims to study the level of satisfaction of service towards the service quality of the Chiang Rai Area Excise Office at Wiang Pa Pao Branch and also study the differences of personal factors such as gender, age, income, location of establishments and the types of services which affect the satisfaction of the service on the service quality of the Chiang Rai Area Excise Office Wiang Pa Pao Branch. Data were collected by using questionnaires. The sample were 340 people who came to use tax collection services at the Excise Office in Chiang Rai area, Wiang Pa Pao Branch during May-September 2020 which selected by using Accidental Sampling method. The data were analyzed by using Percentage, Mean, Standard Deviation, Independent-Sample t-test and One-Way Anova analysis of Variance, for which the statistical significance level was set at 0.05 The results found that the sample mostly were females with the number of 186, representing 54.70%. Of 110 people of the sample aged between 41 and 50 years old, representing 32.40%. Of 190 people had incomes ranging from 15,001 - 25,000 baht, representing 55.90%. Of 146 people had establishments located in Phan District, representing 42.90%, And of 260 people were receiving services in the field of work permits, representing 76.50%, The findings of the level of satisfaction on the service quality of the Chiang Rai Area Excise Office Wiang Pa Pao Branch found that overall, the sample were satisfied with the service quality at high level. The mean was 4.17. The results of analyzing the dimensions of service quality in 5 areas found that the sample were satisfied at a high level in all aspects. The highest aspect was the Responsiveness aspect with an average of 4.20, followed by the Assurance aspect with an average of 4.18, the Reliability aspect with an average of 4.17, the Empathy aspect with an average of 4.07 and the Tangibility aspect, with an average of 3.63, respectively. The results of the study on the difference in the level of satisfaction of service affecting the service quality of the Chiang Rai area excise office Wiang Pa Pao Branch, according to personal factors such as gender, age, income, location of the establishment and types of services found that the sample with different genders and types of services were not different in satisfaction with the service quality. For the sample with different ages, incomes and locations of establishment were different in satisfaction with service quality, statistically significant at the 0.05 level.