The Study of Customer Satisfaction Provided by Lam Luk Ka Subdistrict Municipality, Lam Luk Ka, Pathum Thani

Abstract

The study of customer satisfaction provided by Lam Luk Ka Subdistrict Municipality, Lam Luk Ka, Pathum Thani has the objectives in 1) studying the level of satisfaction of services provided by Lam Luk Ka Subdistrict Municipality of Pathum Thani, and 2) comparing the levels of satisfaction of services according to customer’s personal characteristics which consist of gender, age, education, profession, salary, day and time of using the services. The sample of this study is randomly chosen from citizen or government authorities who came to use services of Lam Luk Ka Subdistrict Municipality in 2015. The identification of sample is derived from statistical method of stratified random sampling with the sample size of 400 participants. Questionnaire survey is the tool for collecting relevant information to statistically analyze satisfaction levels in terms of Arithmatic Mean, Standard Deviation, Statistical t-test and One-Way Analysis of Variance. This research studies the services provided by Lam Luk Ka Subdistrict Municipality in 5 offices, which consists of Civil Registrations, Child Development Center, Garbage Collection, Provision of welfare allowances to elderly, HIV infected and disabled people and Road Cleaning and Gardening. There are 4 aspects of service under examination, which are processes, channels, staff and facilities. The result shows that the overall level of satisfaction of services provided by Lam Luk Ka Subdistrict Municipality is measured as high (=4.18, S.D.=0.7). The result with respect to customer’s personal characteristics reveals that education, professions and salary affect the level of satisfaction of services provided by Lam Luk Ka Subdistrict Municipality at .05 level of significance. The findings from this study will be further beneficial for strategic planning and service improvement of Lam Luk Ka Subdistrict Municipality.