ความพึงพอใจของลูกค้าที่มีต่อคุณภาพบริการของบริษัทจำนงค์การบัญชี จำกัด

Abstract

The purpose of this independent study is to study the customer satisfaction towards services quality of Jamnong Accounting Company Limited, using a sample of 177 people who get service of Jamnong Accounting Company Limited. This independent study uses questionnaires for collecting data, and descriptive statistics consisting of frequency, percentage, mean and critical analysis and Importance-Performance Analysis for analyzing data. The results showed that the most respondents were in the real estate business. The capital amount of the most respondents were less than 1,000,000 bath, working as managers and the most of the service period was 5 years The most respondents choose the income tax service and have the office in Lampang. The most reason to choose Jamnong Accounting Company Limited. is the reputation and credibility of the company Considering all the 5 perspectives of importance and the level of customer satisfaction with the quality of service from Jamnong Accounting Company Limited. And found that: 1) Reliability: the respondents were most importance and satisfied in the factor that the services meet the specified / defined. 2) Responsiveness: the respondents were most importance and satisfied in the factor that the ready to respond to the customer needs. 3) Assurance: the respondents were most importance and satisfied in the factor that the employees create trust to the customers. 4) Empathy: the respondents were most importance in the factor that Employees understand the needs of customers. The respondents has equal satisfaction in 2 factors that the employee pay an attention to the individual customer and meeting the commitment of the customer. And 5) Tangibles: the respondents were most satisfied in the factor that the equipments are modern.