Expectations and Perceptions of Service Quality of Forklift Users for a Company in the Bangkok Area.

Abstract

The objectives of this research were to (1) study the level of expectations and perceptions regarding the service quality of forklift users for a company in the Bangkok area, and (2) compare the differences between expectations and perceptions of the service quality of forklift users for a company in the Bangkok area. The study's sample consisted of 1 8 0 forklift users. The research tool was a questionnaire with a reliability coefficient of 0 .9 7 . The statistics used for data analysis included frequency, percentage, mean, standard deviation, and the Dependent Sample t-test to analyze the differences between the means of two dependent groups. The findings indicated that forklift users had high expectations of overall service quality. When considering specific aspects, the highest expectations were in customer responsiveness, followed by reliability, attentiveness, assurance, and tangible services, respectively. The perceptions of overall service quality were at a moderate level. Regarding specific aspects, the highest perceptions were in tangible services, followed by reliability, assurance, attentiveness, and customer responsiveness, respectively. The hypothesis testing results showed that expectations significantly differed from perceptions of service quality for forklift users of the company in the Bangkok area, with expectations being significantly higher than perceptions at the 0.05 level.