คุณภาพการส่งมอบบริการสาธารณะ: กรณีศึกษา เทศบาลตำบลในพื้นที่บริเวณชายแดนไทย-กัมพูชา

Abstract

Quality of Service Delivery: A Case Study of Sub-District Municipalities in the Area of Thai-Cambodian Border

The purposes of this research were: 1) to examine the level of quality of public service delivery of Sub-District Municipalities in the area of Thai-Cambodian Border which included (1) equitable service. (2) timely service. (3) ample service. (4) continuous service. (5) progressive service. (6) access to service. (7) convenience and amenities. (8) the ability of the patient and (9) acceptability; 2) to examine the level of the public service delivery standard of Sub-District Municipalities in the area of Thai-Cambodian Border. including (1) leading organization. (2) strategic planning and strategy. (3) customer and stakeholder focus. (4) measurement. analysis and knowledge management. (5) emphasizing on human resources. (6) process management. and (7) result management; 3) to examine the relationship between the quality of public service delivery and the public service delivery standard of Sub-District Municipalities in the area of Thai-Cambodian Border; and 4) to create the new pattern of quality of service delivery of Sub-District Municipalities in the area of Thai-Cambodian Border.

The population of this research was people of the Sub-District Municipalities of 4 provinces along the Thai-Cambodian Border. included Srakaew. Burirum. Surin and Sisaket provinces. Data were collected by using questionnaires for targeted groups who were the 400 people of subdistrict municipalities. The instrument used for this research was questionnaire items developed to test the validity which were approved by experts with Item-Objective Congruence index at 1.00 and a confidence level at .991 (α Coefficient = 0.991). The statistical analysis used was descriptive statistics. frequency. percentage. mean. standard deviation. correlation analysis. multiple regression analysis (stepwise selection) and path analysis.

The result of the research on quality of public service delivery of Sub-District Municipalities in the area of Thai-Cambodian Border was of good level. When considering each item. the highest point was acceptability. the second was the ability of the patient. and the least point was ample service.

The result of the research on performance level based on the public service delivery standard of Sub-District Municipalities in the area of Thai-Cambodian Border was of good level. When considering each item. the highest point was emphasizing on human resources. the second was process management. and the least point was measurement. analysis and knowledge management.

The result of the stepwise multiple regression analysis showed that the independent variables that influence the quality in public service delivery of Sub-District Municipalities in the area of Thai-Cambodian Border included measurement. analysis and knowledge management. strategic planning and strategy. and customer and stakeholder focus.

The result of the path analysis showed that the quality of public service of Sub-District Municipalities in the area of Thai-Cambodian Border was directly influenced by strategic planning and strategy. customer and stakeholder focus. and measurement. analysis and knowledge management.

On the qualitative method. studied by interviewing 20 mayors showed that 1) the public service delivery standard should set up the method that organization use in order to achieve the objectives of law. ethic and social accountability and have the processes of people of participation in information and effectiveness and implementative performances; 2) quality of public service delivery should set the service for people in the same standard. increase the satisfaction of people and process should be based on clarity. transparency.