Service Satisfaction with the National Sports Development Fund of Stakeholders

บทคัดย่อ

The objective of this research is to study the factors influencing satisfaction with the services that impact the repeated service usage of the National Sports Development Fund. This study was quantitative research. The sample consisted of 604 individuals who have contacted/used the services of the National Sports Development Fund. The sample size was determined using Taro Yamane 's, sample size calculation formula at a confidence level of 95 percent. The research utilized a multi-stage random sampling method. The research tool was a questionnaire. The statistics used in this study were multiple regression analysis.

The findings indicated that the stakeholders were highly satisfied in all aspects and every item. The highest satisfaction was with the service provider staff, followed by facilities, service quality, and the service process, in that order. Positive perspectives on various service aspects were reflected, including having knowledge in the field, providing good advice, being attentive in service, giving importance to everyone equally, and having multiple communication channels, among others. When analyzing the multiple regression model, it was found that overall satisfaction with the services influencing the repeated service usage of the National Sports Development Fund, all four aspects, predicted the repeated usage behavior (Y). The satisfaction with service process had the most significant influence, followed by satisfaction with convenience facilities and satisfaction with service quality, in that order. While, satisfaction with service provider staff had no statistically significant influence on the repeated service usage of the National Sports Development Fund.