Research Article
A Model of People’s Expectations toward Service Quality
@INPROCEEDINGS{10.4108/eai.30-10-2024.2354739, author={Pongsatean Luengalongkot and Anurat Anantanatorn and Teera Kulsawat and Pattrawadee Makmee}, title={A Model of People’s Expectations toward Service Quality}, proceedings={Proceedings of the 3rd International Conference on Public Administration and Governance, ICOPAG 2024, 30 October 2024, Malang, Indonesia}, publisher={EAI}, proceedings_a={ICOPAG}, year={2025}, month={5}, keywords={service quality expectation second-order confirmatory factor analysis}, doi={10.4108/eai.30-10-2024.2354739} }- Pongsatean Luengalongkot
Anurat Anantanatorn
Teera Kulsawat
Pattrawadee Makmee
Year: 2025
A Model of People’s Expectations toward Service Quality
ICOPAG
EAI
DOI: 10.4108/eai.30-10-2024.2354739
Abstract
A model of people’s expectations toward service quality provided by Phanatnikhom Town Municipality in Chonburi Province was developed and validated, based on the concepts of SERVQUAL model. The population consisted of 4948 people representing households residing in Phanatnikhom Municipality.The sample, derived by Simple Random Sampling by drawing lots, consisted of 400 residents representing households in Phanatnikhom Town Municipality. Questionnaires were used to collect the data. Data were analyzed by using Second-Order Confirmatory Factor Analysis. The research results indicated that people’s expectation towards service quality provided by Phanatnikhom Town Municipality in Chonburi Province consisted of five factors. In order of factor loading they were: tangibility, reliability, responsiveness, assurance, and empathy. The validation of the model provided Chi-square x2= 5.588, df=4, x2/ df = 1.397, p-value = 0.2833 TLI = 0.985, RMSEA =0.054, SRMR = 0.022, CFI = 0.967.
