SERVICE QUALITY OF RENTED HOUSE AFFECTING SATISFACTION AND WORD OF MOUTH AMONG UNIVERSITY STUDENTS IN CHONBURI PROVINCE

Abstract

The objectives of this study were to 1) study the level of service quality, satisfaction, and word of mouth among university students in Chonburi province, and 2) examine service quality of rented house affecting satisfaction and word of mouth among students in Chonburi province. Samples were 399 students in Chonburi province who rented houses. The tool used in data collection was questionnaire. Statistics used in data analysis were percentage, mean, standard deviation, and multiple regression.

The findings of this study were as follow 1) the level of service quality was at high level ( = 3.77,
S.D. = 0.35), the level of satisfaction and word of mouth of university students was at moderate level ( = 3.32, S.D. = 0.50 and = 3.23, S.D. = 0.56, respectively), and 2) service quality in terms of empathy and responsiveness
(B = 0.17) affecting satisfaction whereas the factors of empathy (B = 0.72), responsiveness (B = 0.23), and physical environment  (B = 0.15) affecting word of mouth of university students in Chonburi province at 0.05 significant level.