WORK MOTIVATION FACTORS AFFECTING SERVICE PERFORMANCE OF CIVIL SERVANTS AT THE SUVARNABHUMI AIRPORT PASSENGER CONTROL CUSTOMS OFFICE, SAMUT PRAKAN PROVINCE

Abstract

The objectives of this research were to: (1) examine the level of opinions regarding the service performance of civil servants at the Suvarnabhumi Airport Passenger Control Customs Office; (2) examine the level of opinions regarding work motivation factors and hygiene factors among civil servants at the Suvarnabhumi Airport Passenger Control Customs Office; and (3) investigate the influence of work motivation factors and hygiene factors on the service performance of civil servants at the Suvarnabhumi Airport Passenger Control Customs Office. The sample consisted of 132 civil servants from the Suvarnabhumi Airport Passenger Control Customs Office. The research instrument was a questionnaire. The statistical methods used for data analysis included frequency, percentage, mean, standard deviation, simple linear regression analysis, and multiple linear regression analysis. The results revealed that: (1) the overall level of opinions regarding service performance was at a high level; (2) the overall levels of opinions regarding work motivation factors and hygiene factors were also at a high level; and (3) both work motivation factors and hygiene factors had a positive influence on service performance at the .01 level of statistical significance. Furthermore, when both factors were simultaneously entered into the multiple regression model, work motivation factors exerted a greater influence on service performance than hygiene factors.

Keywords: Work Motivation Factors, Hygiene Factors, Service Performance