ภาพลักษณ์ธุรกิจและคุณภาพการให้บริการที่ส่งผลต่อการกลับมาใช้บริการซ้ำของอู่ซ่อมเครื่องยนต์และช่วงล่างรถยนต์ ในเขตตำบลคลองสาม อำเภอคลองหลวง จังหวัดปทุมธานี

Abstract

The objective of this independent study was to examine the effects of business image and service quality on return business given to engine and car suspension workshops. The samples used in this study comprised 400 customers who had used the services of engine and car suspension workshops located at Khlong Sam Sub-district, Khlong Luang District, Pathum Thani Province. The instrument used to collect data was a questionnaire. The statistical methods used to analyze the data were descriptive statistics: frequency, percentage, mean, standard deviation, and inferential statistics: independent samples t-test, one-way ANOVA, and multiple linear regression. The study results showed that all dimensions of business image and the dimensions of service quality including tangibility, responsiveness, and empathy significantly affected the level of return business given to engine and car suspension workshops, located in Khlong Sam Sub- district, Khlong Luang District, Pathum Thani Province, at a statistically significant level of 0.05.