- 學位論文
Evaluating the satisfaction of business about public administrative service applying ISO standards in Ben Cat Industrial Zones Management Board
Evaluating the satisfaction of business about public administrative service applying ISO standards in Ben Cat Industrial Zones Management Board
並列摘要
The purpose of this subject is to measure the Satisfaction of business about public administrative service applying ISO standards in Ben Cat Industrial Zones Management Board. On that basis, a number of measures is recommended to help the Ben Cat Industrial Zones Management Board to further improve the quality service and satisfaction of business about public administrative service applying ISO standards in Ben Cat Industrial Zones Management Board. The recommended research model was built on the basis of the theory of the satisfaction and loyalty of customer. Inheritance and selective discovered from studies of SERVQUAL scale by Parasuraman (1988) the five components of the quality service affecting the satisfaction of business about public administrative service applying ISO standards in Ben Cat Industrial Zones Management Board: (1) Reliability factors, (2) Responsiveness factors, (3) Assurance factors, (4) Empathy factors, (5) Tangibles factors, (6) Administrative procedures factors. A quantitative study with a sample size 160 customer in Ben Cat Industrial Zones is carried out to assess the scale and test theoretical models. Cronbach Alpha reliability results and explored factor analysis (EFA) showed that the scale will meet the reliability, value and acceptance. Thus, based on the research findings, policy makers, managers of Ben Cat Industrial Zones will further understand the level of interest, satisfaction of customer; proposing recommendations and solutions to increase customer satisfaction for Ben Cat Industrial Zones. Results after testing scale by Cronbach Alpha, we have identified six factors affecting to Satisfaction of customers (Reliability factors; Responsiveness factors; Assurance factors; Empathy factors; Tangible factors; Administrative procedures factors) regression analysis results six components scale satisfaction of customer are: Reliability; Tangibles; Responsiveness; Assurance; Empathy; Administrative procedures have statistically significant and affects the satisfactionof customers, proved that the six hypothesis of the study is acceptable. Most powerful factor to the satisfaction are Reliability; Tangibles; Responsiveness.