Guidelines for Improving the Quality of Public Welfare Services According to SERVQUAL Criteria in Suanluang Subdistrict Municipality, Amphawa District Samutsongkham Province

Abstract

This study was a quantitative research. The sample group in the study was 400 people in the Suan Luang Subdistrict area. A simple sample group was selected. The tools used to collect data were questionnaires. The rating scale has 5 levels, with a confidence of 0.98. Statistics used in data analysis include frequency, percentage, mean, standard deviation. and qualitative research Use the in-depth interview form. structured Specific key informants include executives, department heads. Relevant employees: 10 people, village leaders, community presidents: 20 people, totaling 30 people by analyzing content data. The results of the study found that problems with the public welfare service system of Suan Luang Municipality as a whole were at a high level when considering each aspect. Concrete aspect of the service Reliability and trustworthiness The aspect of giving confidence to service recipients is at a high level. As for the aspect of responding to those who receive services, Knowing and understanding service recipients moderate Results of the synthesis of guidelines on improving the quality of public welfare services according to the SERVQUAL criteria. Response to service recipients Personnel should be arranged to provide appropriate public service. and increasing work to keep up with the situation that is occurring in line with reality Including reducing steps in providing services. Continuously organize developmental training using information technology for staff. Modify the service model to be modern. Knowing and understanding service recipients Accept feedback for improvement. Providing service with words His demeanor was polite and friendly.