A Study of Client Satisfaction with Civil Registration Services from Local Civil Registry Office at Phu Khiao Sub-district Municipality, Phu Khiao District, Chaiyaphum Province

Abstract

The purposes of this study were 1) to study client satisfaction with civil registration services from local civil registry office at Phu Khiao Sub-district Municipality, Phu Khiao District, Chaiyaphum Province; 2) to compare the satisfaction of clients, different in demographic factors such as genders and careers, receiving civil registration services from local civil registry office at Phu Khiao Sub-district Municipality, and 3) to examine feedback from clients receiving civil registration services from local civil registry office at Phu Khiao Sub-district Municipality. The population consisted of 1,200 clients receiving civil registration services during January to June 2019. The sample consisted of 300 clients selected by quota sampling and simple random sampling techniques. The instruments for data collection were rating scale questionnaires. The data analyses were frequency, percentage, standard deviation (SD), t-test, ANOVA, and Fisher's Least Significant Difference (LSD). Content analysis was used to analyze the clients’ feedback. Results showed that the satisfaction level of clients receiving civil registration services was at a high level in all aspects ranging from high to low scores as the convenience of the place, speed of service, staff service manner, and public service equality, respectively. There were statistically significant differences at 0.05 level in the satisfaction of clients in three different types of jobs: Traders or business owners and farmers or daily workers had the same level of satisfaction. Traders or business owners and farmers or daily workers had a higher level of satisfaction than government officers or state enterprise employees. Male and female clients were equally satisfied with civil registration
services. Feedback from clients, ranging from high to low scores, was as follows: there should be more clean toilets, civil registration officers should speak politely to clients, in-building signpost and procedures for taking service guideline were needed, more public relation on policy or rule regarding civil registration was required, and there should be clean drinking water provided for clients. Keywords : Satisfaction, civil Registration, local civil registry office