Influence of Job Characteristics on Quality of Services Provided by some Postal Offices in Bangkok of Thailand Post Co.,Ltd. in Thailand Post 4.0 Era.
อิทธิพลของคุณลักษณะของงานที่มีต่อคุณภาพการให้บริการยุคไปรษณีย์ 4.0ของที่ทำการไปรษณีย์สาขาในเขตกรุงเทพมหานคร บริษัท ไปรษณีย์ไทย จำกัด
by Pongwisit Sornchalerm
Title: | Influence of Job Characteristics on Quality of Services Provided by some Postal Offices in Bangkok of Thailand Post Co.,Ltd. in Thailand Post 4.0 Era. อิทธิพลของคุณลักษณะของงานที่มีต่อคุณภาพการให้บริการยุคไปรษณีย์ 4.0ของที่ทำการไปรษณีย์สาขาในเขตกรุงเทพมหานคร บริษัท ไปรษณีย์ไทย จำกัด |
Author(s): | Pongwisit Sornchalerm |
Contributor(s): | NIDA. School of Applied Statistics |
Advisor: | Pachitjanut Siripanich |
Degree name: | Master of Science (Applied Statistics) |
Degree level: | Thesis |
Degree discipline: | M.S.Program in Applied Statistics |
Degree grantor: | National Institute of Development Administration |
Issued date: | 10/10/19 |
Publisher: | NIDA |
Abstract: |
At present, Thailand Post has many business rivals. One factor that enables the company to compete with rivals is human resource. Thus, the Researcher applies the theory of the 5 aspects of job characteristics and the theories related to service quality as the principles for the examination whether job characteristics have impacts on quality of the counter service or not by using the supervisor/head of the receiving department of 130 post offices in Bangkok, 130 samples in total, to represent their counter service staff to answer questions of job descriptions. These samples are from Postal Offices 4.0 and Non-Postal Offices 4.0. In addition, 6 service receivers, 3 males and 3 females, of each post office in Bangkok, are also used as the samples to answer questions of service quality. The attained data are analyzed for correlation with regression technique. The findings from the research show that, as for Postal Offices 4.0, no aspect of job characteristics affects service quality or customer satisfaction to the service at all. At the same time, as for Non-Postal Offices 4.0, the aspects of Task Significance, Autonomy and Feedback have effects on service quality/customer satisfaction. Concerning the expectation and opinion of the supervisors/heads of receiving department towards staff performances related to job characteristics, it is apparent that, as for Postal Offices 4.0, the overall supervisors/heads’ expectation is in the ‘Very Good’ level and the actual performance of the staff is in the ‘Very Good’ level as well. Meanwhile, as for Non-Postal Offices 4.0, the expectation is in the ‘Very Good’ level whilst the actual performance is deemed to be in the ‘Good’ level. Thus, Thailand Post should manage to turn all the Post Offices to be Postal Offices 4.0 as soon as possible; and the human resource department should improve the aspects of job characteristics for receiving staff whose performance will consequently affect the service quality simultaneously so that all the Post Offices will be Postal Offices 4.0 that provide services with truly high quality. |
Description: |
NIDA, 2019 |
Subject(s): | Mathematics |
Keyword(s): | คุณลักษณะของงาน,การรับฝาก,ยุคไปรษณีย์ 4.0,ที่ทำการที่เป็นไปรษณีย์ 4.0,ที่ทำการที่ไม่เป็นไปรษณีย์ 4.0
เจ้าหน้าที่รับฝาก |
Type: | Thesis |
Language: | th |
Rights holder(s): | NIDA |
URI: | https://repository.nida.ac.th/handle/662723737/5025 |
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