A Study of Service Quality in Local Maintenance Storage of Phitsanulok Municipality, Mueang District, Phitsanulok Province

Abstract

The objectives of this research were 1) to study the level of service quality in local maintenance storage of Phitsanulok Municipality, Muang District, Phitsanulok Province, 2) to compare the personal factors with the quality of service in collecting local maintenance taxes of the municipality.  It is a mixed method: quantitative and qualitative research. The samples were 398 persons in quantitative research and 10 persons for a qualitative one. The data were collected by using questionnaires and interview forms and analyzed by using descriptive statistics: frequency, percentage, mean, standard deviation and t-test and inferential statistics: One-Way Analysis of Variance.

The results of the research showed as follows:

1. The service quality in local maintenance storage of Phitsanulok Municipality, Muang District, Phitsanulok Province in all 5 areas, overall was at a high level. When considered by each item, the facet with the highest mean was the local employees and followed by cooperation of taxpayers, service, public relations, knowledge and understanding of taxpayer laws.
2. The comparative factors affecting the service quality in local maintenance storage of Phitsanulok Municipality, Muang District Phitsanulok Province classified by personal factors, it was found that personal factors: gender, age, education level, average monthly income and occupation affected the factors of local employees. Public relations, cooperation of taxpayers, knowledge and understanding of taxpayer laws, service affected the study of service quality in local maintenance storage of Phitsanulok Municipality, Muang District, Phitsanulok Province with statistically significantly different at 0.05.