Volume 12, No. 02, Month MAY, Year 2019, Pages 23 - 32
The expected and realistic service quality for customer from unit of general service operation, general administration, office of the dean, faculty of veterinary science, mahidol university
The purposes of this study were to compare about quality of customer"es expected services and realistic
received services from the unit of general service operation, and to study about customer service importance of
the officers in the Unit of General Service Operation, General Administration, Office of the Dean, Faculty of
Veterinary Science, Mahidol University,
Study was survey research and the questionnaire form was developed from SERVQUAL idea which the
results from 170 people sampling were found that (1) the comparison of customer"es expected services quality
and customer"es received services quality in 5 aspects were in high level by average at 4.07 and 3.86 , respectively
(2) the difference comparison of expected services and realistic received services from officers of the unit of
general service operation in 5 aspects was showed that the expected and realistic received services quality was
0.05 significant statistic differences at 95 percentage confidence level. It was mean that expectation level was
higher the realistic received services level. (3) Moreover, the customer service importance level was found that
the first importance of the the most expected services were credibility and trustworthiness which 0.05 was
significant statistic differences at 95 percentage confidence level.
Keywords
Expectation, Realistic service quality, Service quality