The Opinion Level of Using the Service of Private Environmental Analytical Laboratory for the Entrepreneur of Group a Building in Bangkok

Abstract

This study aimed to assess the guidelines for the opinion level of using the service of private environmental analysis laboratory for the entrepreneur for group A buildings in Bangkok. The objectives were (1) to study the opinion levels concerning the selection of a private environmental analysis laboratory service, (2) to compare opinion levels concerning the selection of a private environmental analysis laboratory service based on Kor-type buildings, and (3) to develop guidelines for the development of selection of a private environmental analysis laboratory service. The population in the study included Kor-type building business operators consisting of condominiums with 500 units or more, hotels with 200 rooms or more, department stores with an area of 25,000 m² or more, and hospitals with 30 beds or more, all of which were in Bangkok. The size of the population total led 680, which was randomly selected using the Yamane formula; the sample size was 252. The results of the study showed that (1) the overall opinion levels in five sections “agree” when the sections with the highest rating are product, people, promotion, price, and process, respectively. Further, (2) the comparison of opinion levels concerning the selection of a private environmental analysis laboratory service showed different Kor-type building business operators had different opinion levels in terms of the selection of a private environmental analysis laboratory service, including product, price, process, and people at the significance level of 0.01, 0.01, 0.05, and 0.01, respectively, though promotion was not different. Last, (3) the development of guidelines for the development of selection for a private environmental analysis laboratory service in five sections can be explained as follows. In terms of (1) product, laboratories  develop laboratories that meet the standard as much as possible consisting of  ISO/IEC 17025, which is used to evaluate the capability of laboratories around the world. It certifies that the laboratories have the technical capabilities to test or test types of laboratories are official by registering with government agencies. In terms of (2) price, the services can be increased by solving customers’ problems and identifying distinctive points by focusing on customers, including increasing payment methods for more varied and modern technologies. In terms of (3) process, analytical methods could be developed to suit the current situation using modern technologies and tools, including storing information related to services using the IT system focused on correction, confidentiality, and access. for (4) purple, communication channels can be expanded instead of face-to-face meetings with staff. Taking care of customers is possible by keeping promises made to them based on the benefits and value ​​customers will gain. Moreover, customers have to be able to track the progress as well as know the responsible persons and finishing time. This can be done by teamwork and communicating with customers regularly to let them know that they are prioritised and can get in touch anytime using service centres, email, and telephone. For (5) promotion, after-sales services should be consistent to create credibility by keeping promises and providing fast services to meet customers’ requirements.