Perception towards service quality of siam kraft industry company limited

Abstract

The study on perception towards service quality of Siam Kraft industry Company Limited was aimed to investigate and compare service quality perception of Siam Kraft Industry Company Limited. The survey was accomplished among 207 Siam Kraft industry Company Limited customers as the sample group. The questionnaire with the reliability value of 0.97 was administered as the instrument for collecting data, which were analyzed by the frequency distribution, percentage distribution, standard deviation, t-test, One – Way ANOVA, and Scheffe. In case of 0.05 statistical differences was found, Least Significant Different method was applied to verify each pair. The results revealed: 1. According to the respondent’s’ general information, 140 were females (68.60 %), 92 people aged ranging from 30 to 40 years old (44.45 %). 124 or 59.90 held bachelor’s degrees and 69 people or 33.33 % had 5 to ten years work experience. 2. The perception towards service quality of Siam Kraft industry Company Limited in the overall was relatively high. When looking into each aspect, the first item was credit service followed by finance, delivery, processed products, and marketing services respectively. 3. As for the respondents ‘general statuses, different ages and work experiences did not perceive service quality of Siam Kraft industry Company Limited differently at 0.05. However, males and females perceived different marketing service; and different educational levels perceived processed products differently at 0.05.