The Service Quality of the Air-conditioning Division on Confidence of Shop Tenants at Siam Paragon Shopping Center
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Abstract
The purposes of this study were: 1) to study the service quality of the air-conditioning division at Siam Paragon shopping center, 2) to study the user's confidence level of the service of the air-conditioning division, 3) to compare the user's confidence in the service of air-conditioning division classified by personal information, and 4) to find the relationship between the service quality of the air-conditioning division and users confidence in the service of the air-conditioning division at Siam Paragon shopping center. The population in the study was the service users (shop tenants) and the sample was chosen 178 people by using a questionnaire as a research tool for studying and statistics used were percentage, mean, t-test, one-way ANOVA, Pearson correlation, and multiple regression analysis.
The results showed that most of the respondents were female, aged 31-40 years old, operation workers, earned a bachelor's degree, shop location was at the M floor which classified by type of tenant shops in terms of Clothing stores/fashion/bags. The average of the important level of service quality was at a high level in terms of reliability and trust is the most important, customer response, customer confidence in knowing and understanding customers, and the concrete aspect of service at a high level respectively. The important level of confidence in providing services with the average value included in the high priority consisting of consumer friendliness, punctuality, accuracy, the need for problem analysis, and service provider's attention was at the high level respectively.
Hypothesis test results 1 was found that the shop tenants that have different personal information on gender, age, job position, education level, shop location and shop tenant has no different effects on the confidence in the services of the air-conditioning division.
Hypothesis test results 2 was found that the services quality of the air-conditioning division on the confidence of the shop tenants in Siam Paragon Shopping Center in reliability, responding to customers, providing confidence to customers, and knowing and understanding customers has an overall influence on the confidence of the shop tenants in Siam Paragon Shopping Center with statistical significance at the level of .05.
Recommendations for the air-conditioning division should be improved, presented in the annual workforce plan, revised documents consisting of a process flow diagram and a detailed process description to be used as a reference for the operation correctly and with maximum efficiency.
Article Details
1. เนื้อหาและข้อมูลในบทความที่ลงตีพิมพ์ในวารสารวิชาการมหาวิทยาลัยราชภัฏศรีสะเกษ ถือเป็นข้อคิดเห็นและความรับผิดชอบของผู้เขียนบทความโดยตรง ซึ่งกองบรรณาธิการวารสาร ไม่จำเป็นต้องเห็นด้วย หรือร่วมรับผิดชอบใด ๆ
2. บทความ ข้อมูล เนื้อหา รูปภาพ ฯลฯ ที่ได้รับการตีพิมพ์ในวารสารวิชาการมหาวิทยาลัยราชภัฏศรีสะเกษ กองบรรณาธิการไม่สงวนสิทธิ์ในการคัดลอกบทความเพื่อการศึกษา แต่ให้อ้างอิงแหล่งที่มาให้ครบถ้วนสมบูรณ์
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