QUALITY MANAGEMENT OF VEHICLE TAX PAYMENT SERVICES AT PROVINCIAL LAND TRANSPORT OFFICE OF AYUTTHAYA

Abstract

The objectives of this research were: 1) to study the level of opinions among customers toward quality management of vehicle tax payment services at Provincial Land Transport Office of Ayutthaya, 2) to compare the opinions of customers toward quality management of vehicle tax payment services classified by personal data, and 3) to propose the quality management of vehicle tax payment services at Provincial Land Transport Office of Ayutthaya. The study was divided into 2 steps. The first step was quantitative research, the sample group included 385 people who used the tax payment services at Provincial Land Transport Office of Ayutthaya. The research instrument used was a questionnaire based on the Deming cycle (PDCA) framework. The statistical tools used for data analysis were percentage, mean, standard deviation, and one - way ANOVA. And the second step was qualitative research, the key informants included 11 people selected by purposive sampling method. The research instrument was a semi - structured interview based on the Deming cycle (PDCA) framework.and the data was analyzed by content analysis. The results of the research were as follows: 1) overall, the level of customers’ opinions regarding quality management of vehicle tax payment services was at a high level, 2) there was no significant difference in opinions among customers with different genders, ages, education levels, occupations, and incomes regarding the quality management of vehicle tax payment services, and 3) there were various the quality management of vehicle tax payment services program at Provincial Land Transport Office of Ayutthaya found that 1) continuous training programs should be provided for staff to enhance their service competencies and work - related skills; 2) policies for continuous service quality improvement should be systematically formulated and implemented; and 3) a comprehensive performance monitoring and evaluation system should be established to systematically assess staff performance and service quality.