FACTORS AFFECTING SERVICE QUALITY OF RAYONG PROVINCIAL COURT OFFICERS

Abstract

            This study aimed to examine 1) the service quality provided by officers at the Rayong Provincial Court, 2) the level of service satisfaction among clients of the Rayong Provincial Court, 3) comparisons of service satisfaction based on clients' demographic information, and 4) the impact of service quality on client satisfaction with the Rayong Provincial Court's services. The sample group, selected through purposive sampling, consisted of 400 individuals who received services at the Rayong Provincial Court. The data analysis employed descriptive statistics, including frequency, percentage, mean, and standard deviation, as well as inferential statistics, such as independent-samples t test, F test, one-way analysis of variance (ANOVA) with subsequent pairwise comparison using the LSD method, and multiple regression analysis with an enter method for variable selection.
               It was found that in terms of tangibility, reliability, responsiveness, assurance, and understanding of the clients, the quality of service was rated as highly important. Service dimensions such as equity, timeliness, adequacy, continuity, and advancement resulted in the highest levels of client satisfaction overall. Analysis of demographic variables such as gender, age, educational level, occupation, and monthly income indicated no significant differences in service satisfaction. However, clients with varying marital statuses demonstrated differing levels of satisfaction. Additionally, aspects of tangibility, responsiveness, and understanding of the clients were found to significantly influence client satisfaction with Rayong Provincial Court services at the .05 significance level.