THE RELATIONSHIP BETWEEN DEMOGRAPHIC CHARACTERISTICS AND PERCEIVED SERVICE QUALITY AND LOYALTY OF PET TREATMENT SERVICE USERS IN ANIMAL HOSPITAL, KASETSART UNIVERSITY, BANGKHEN

Abstract

This study aimed to study the relationship between demographic characteristics and perceived service quality and loyalty of clients using pet treatment services at Kasetsart University Hospital, Bangkhen, a high quality and successful entrepreneur where acceptance by general users that be a business model of service quality in pet treatment field. The most customers using pet treatment services 400 samples at Kasetsart University Hospital, Bangkhen, is a female, age 30-41, working regularly and earning an average monthly income 10,001-30,000 baht, which is perceive service quality and customer loyal depend on demographic characteristics. The results of the sub-factor analysis of perceived service quality and customer loyalty using pet treatment services at Kasetsart University Hospital, Bangkhen can be grouped into questions. There are 5 factors. The first factor is the response to the user. The second factor is the trust in the service. Factor 3 is the physical factor. The fourth factor is the user's concern. The fifth factor is convenience and speed. The results of examining the relationship between demographic characteristics and five factors with one-way ANOVA showed that sex, age, marital status, occupational and education were correlated with the perceived service quality and loyalty of clients using pet treatment services. However, income did not correlate with perceived service quality and customer loyalty. Statistics keeping pets Animal Hospital, Kasetsart University by most customers to focus on 1) The tools and equipment to treat 2) Specific treatment 3) The expertise of doctors and medical assistants 4) 24-hour service 5) To keep pets from illness 6) Service with a smile, enthusiastic, respectively.