Examination of Service Quality Performance in The Social Insurance Service Business- A Case Study of Suansunandharajabhat University, Bangkok, Thailand
This study aimed todiscover level of satisfaction of the academic and supporting staff towards the social insurance
service works of SuanSunandhaRajabhat University, and to examine differences of satisfaction by personal factors. The
study employed the quantitative approach, by collecting 240 samples which were the academic and supporting staff of
SuanSunandhaRajabhat University. The conceptual framework of the study illustrated independent and dependent variables.
Independent variables included gender, marital status, age, level of education, personnel types, affiliation and types of
contact made to the social insurance works. Dependent variables was a set of service performance attributes, comprising
reliability and trust, responsiveness, ability to provide services and communication skill. The findings revealed significant
difference of satisfaction among different age groups, level of education, personnel types, affiliation and types of contact
made to the social insurance works. The findings also represented an importance of reliability and trust in delivering service,
in particular to the case of social insurance works, to customers’ satisfaction.
Keywords—Satisfaction, Service Quality, Social Insurance.