期刊名称：Journal of Public Administration and Governance
电子版ISSN：2161-7104
出版年度：2011
卷号：1
期号：1
页码：122-137
语种：English
出版社：Macrothink Institute
摘要：Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 The objectives of the research are two-folds: (1) to examine the quality of municipal services provided by local government in southern Thailand; and (2) to identify the most important service quality dimensions that determine citizen satisfaction. The questionnaires were distributed to 234 respondents in Tambon Khok Pho, a subdistrict of Khok Pho in Pattani Province of southern Thailand . Descriptive statistics, exploratory factor analysis, Pearson correlation and stepwise multiple regression were conducted to analyze the data. Results indicate that (1) t he five dimensions of SERVQUAL represent a valid instrument to measure municipal service quality in Thai setting; and (2) four service quality dimensions, namely tangibility, empathy, assurance and responsiveness significantly predicted citizen satisfaction, with an adjusted R 2 of 0.5. The findings can be used as a guide for municipal officials to improve the crucial quality attributes and enhance citizen satisfaction.
