Trends in Performance Outcomes Based on Success Indicators for Public Service Delivery of Municipalities in Pathum Thani Province
Keywords:
satisfaction, service recipients, service deliveryAbstract
The research presented here is a mixed-methods study combining survey research and document analysis. The objectives are: (1) to analyze the performance of public service delivery by municipalities in Pathum Thani Province; (2) to compare the performance of public service delivery by municipalities in Pathum Thani Province; and (3) to propose strategies to enhance user satisfaction among municipal service recipients in Pathum Thani Province. The sample group for the research consists of 400 individuals who have utilized services from municipalities in Pathum Thani Province from 2022 to 2024, with a questionnaire employed as the data collection tool. The statistical methods used for data analysis include percentage, mean, and standard deviation, as well as document analysis to assess and evaluate the trends in performance according to success indicators in public service delivery. The findings reveal that overall satisfaction with medical and rehabilitation services provided by municipalities in Pathum Thani Province from 2022 to 2024 shows a positive trend. Notably, the satisfaction regarding the processes and channels of service delivery has increased, with the highest average satisfaction score recorded at 4.83. Following this, the satisfaction score for 2024 was 4.81, while the lowest score for 2022 was 4.77. In contrast, satisfaction related to service personnel and facilities has seen a slight decline. The satisfaction study indicates a slight decrease in user satisfaction, with the highest average score of 4.89 for 2023, followed by 4.87 for 2022, and the lowest score for 2023 at 4.85.
References
Anderson, P. K., & Miller, J. R. (2022). Understanding public service delivery in modern
governance. Journal of public administration, 44(3), 278-294.
Basari, M. A. M. D., & Shamsudin, M. F. (2020). Does customer satisfaction matters?. Journal of
undergraduate social science and technology, 2(1),
Johnson, J., & Lee, H. (2022). Service quality and customer satisfaction in the hospitality
industry: A systematic review. Journal of hospitality marketing & management, 31(3),
-257.
Kokpol, O. (2019). Citizen participation handbook for local administrators. Bangkok: King
Prajadhipok’s Institute. (in Thai)
Khongphom, B., & Attakorn, W. (2019). Citizen satisfaction with service quality
of public health service center 50 Bueng Kum, health department, bangkok
metropolitan administration. Vajira medical journal and urban medicine journal, 63(5),
-394.
Lanin, D., & Hermanto, N. (2019). The effect of service quality toward public satisfaction and
public trust on local government in Indonesia. International journal of social
economics, 46(3), 377-392
Nammeuang, C., Woharnsawaphak, N., & Wangfaikaew, K. (2017). Customer
satisfaction assessment in the dimension of service quality: The elderly and disabled
welfare allowance service of Mae Pue Subdistrict Municipality, Mueang District, Phayao
Province. Phayao: Mahachulalongkornrajavidyalaya University, Phayao Campus. (in Thai)
Oliver, R. L. (2014). Satisfaction: A behavioral perspective on the consumer: A behavioral
perspective on the consumer. Routledge.
Puangngam, K. (2019). Thai local governance: Principles and new dimensions for the future.
(9th ed.). Bangkok: Winyuchon. (in Thai)
Prianggoro, N. F., & Sitio, A. (2020). Effect of service quality and promotion on purchase decisions
and their implications on customer satisfaction. International journal of engineering
technologies and management research, 6(6), 51-62.
Thompson, M. S., & Roberts, K. L. (2023). Public service management: Contemporary
perspectives and challenges. International journal of public sector management,
(2), 145-162.
Wongkitrungruang, C., Ritmontri, S., Kamnerdporn, R., Prasertwattanakorn, S.,
& Ramrong, T. (2021). A survey of service user satisfaction with the services of
Pak Kret City Municipality in 2021. Nonthaburi: Kasetsart University. (in Thai)
Walker, R. M., & Andrews, R. (2015). Local government management and performance: A review
of evidence. Journal of public administration research and theory, 25(1), 101-133.
