Approach to Improve the Service Quality of Non-Hun Post Office Chum Phae District Khon Kaen Province

Abstract

This research consists purposes were 1. to examine the expectations and perceptions of service users regarding the service quality of the Non-Hun Post Office, Chum Phae District, Khon Kaen Province and 2. to compare the differences between service users’ expectations and perceptions of the service quality of the Non Hun Post Office, Chum Phae District, Khon Kaen Province. This study employed a quantitative research approach. The research instrument was a questionnaire. The sample group consisted of 400 service users aged between 15 and 80 years within the service area of the Non-Hun Post Office, including Non-Hun Sub-district, Non Sa-at Sub-district, Nong Khiat Sub-district and Na Nong Thum Sub-district, Chum Phae District, Khon Kaen Province. The sample size was determined using Taro Yamane’s formula (1973) at a 95% confidence level. The collected data from the questionnaires were analyzed using descriptive statistics, including frequency, percentage, mean, and standard deviation. The research findings revealed that 1) Overall, service users had a high level of expectations regarding service quality. When considering each dimension, it was found that all aspects had high mean scores, particularly service reliability and responsiveness to users’ needs. This indicates that service users place great importance on services that are accurate, prompt and capable of appropriately responding to their needs and 2) The comparison between users’ expectations and perceptions of the service quality at the Non-Hun Post Office revealed that there were 14 items in which the level of expectation was significantly higher than the level of perception at the 0.05 level of significance.