Improving the Quality of Immigration Services of the Immigration Checkpoint at Suvarnbhumi Airport

Abstract

         The objectives of this research were: (1) to study the problems and obstacles in the development of the quality of immigration services of the immigration checkpoint at Suvarnabhumi Airport (2) to study the success factors for improving the quality of immigration services at the immigration checkpoint at Suvarnabhumi Airport and (3) to study the appropriate approach to improve the quality of immigration services at the immigration checkpoint at Suvarnabhumi Airport. This research was qualitative.  The data would be collected through in-depth interviews with 20 key informants obtained from the selective selection from people with expertise, experience and who were directly involved in the operation, namely police officers, policy-level executives, middle-level and operational levels, people who came to use the service at Suvarnabhumi Airport.  Data were analyzed by descriptive summary. The results found that (1) the problems and obstacles in the development of the quality of immigration services at the immigration checkpoint at Suvarnabhumi Airport, for example, the linkage of the information system was not efficient. There was a delay in working, personnel lacking knowledge, skills and expertise in working. The number of personnel was insufficient to perform the work. (2) Success factors for improving the quality of immigration services at the immigration checkpoint at Suvarnabhumi Airport consists of 1) Caring the staff must convey to the service recipient that they were caring through polite gestures and tones, providing services with empathy for the service recipients. 2) The concrete/touchable aspect in terms of location, there should be sufficient infrastructure development, and had a good landscape. Personnel must increase the rate of manpower enough to be consistent with the actual work. 3) Responsiveness, tools, equipment and information technology systems should be developed to be modern provide fast and systematic service. 4) Confidence should improve and develop operations to have working standards, reduce operational errors. 5) Reliability, service quality should be maintained by studying the reliability factor of service quality in order to improve and improve work processes to meet standards be transparent. And (3) An appropriate approach to improve the quality of immigration services at the immigration checkpoint at Suvarnabhumi Airport was required to evaluate the performance, to improve operational processes to be efficient, create awareness of operations. There was effective human resource management, promote and support the development of operational skills through a variety of modern formats.