A Study on the Needs to Improve the Service Capability of the Operating Officers at Automotive Service Center

Abstract

The purposes of this research are 1) to study the process of competency development of practitioner level officers at an automobile service center 2) to investigate the need of competency development of practitioner level officers, and 3) to compare the need of competency development of practitioner level officers categorized according to personal information including age, educational background, position and working experience. The data is collected from 412 of practitioner level officers at an automobile service center in Nakhon Pathom. The questionnaire and SPSS are used to analyze the data together with statistical information including Percentage, Mean, Standard deviation. The statistical difference is determined using T-test method while the variance is analyzed by One-way Anova technique. It can be concluded that 1) the participants have already participated in training programs related to their work. The majority of employees have learned and practiced their technical skills from their supervisors, exchanged experience and acquired knowledge from both internal and external sources. Seminars and meetings related to their work are also provided by the company. 2) The need of overall competency development and are in high level. When considering all aspects in overall competency, the need of quality development is the highest. The next are the need of knowledge development and skills development, respectively. And 3) comparing the level of the need of competency development in each individual participant, the research has found that differences in age, educational background and working experience are contributed to the needs of competency development with a statically significant of 0.05