Strategic Development Service Quality: A Case Study of Ongkan Bi han Suan Tambondu, Amphoe Rasi Salai, Sisaket Province

Abstract

          The aims of this article research were to: 1) study the problems of providing services of service provider in building permit request, tax collecting, Civil Registration and reduce document steps 2) develop strategy for improving service quality, and 3) The results of the implementation of the strategic plan for trial use and compare the levels of satisfaction of service users. Use quantitative research methods and the qualitative characteristics of the population are (1) people who come to contact to request services, the sample consisted of 390 people using quota sampling method and (2) Municipal service staff 44 people. The instrument used in the study was the satisfaction questionnaire of clients and interview forms for service providers. The statistics used for data analysis are percentage, mean and standard deviation. Evaluate results by comparing satisfaction before and after using the strategic plan.

          The results of this research showed that 1) the level of satisfaction of services rated by service users was at a moderate level. Problems identified were speed of service, there were too many working processes, and the welcome by staff was unsatisfactory. 2) Strategic development plans were developed. Resulting in improved service quality, as can be seen from the higher level of customer satisfaction. 3) Satisfaction of service quality is in the middle level. The problems encountered were quick service, service procedures and greetings. There were training service providers, providing consult to service users, simplification of working processes, creating a public relation kiosk, and distribution of common law handbooks. After implemented service development strategies, the quality of services had improved, by the average satisfaction level of service users increased from 3.03 to 3.80.