GUIDELINES FOR IMPROVING THE QUALITY OF PUBLIC SERVICES IN WELFARE ACCORDING TO SERVQUAL CRITERIA IN SUAN LUANG SUBDISTRICT MUNICIPALITY, AMPHAWA DISTRICT, SAMUT SONGKHRAM PROVINCE

Abstract

The objectives of this research were 1) to study the level of public welfare services of Suan Luang Sub-district Municipality, Amphawa District, Samut Songkhram Province, 2) to find ways to develop the quality of public welfare services according to
the SERVQUAL criteria of Suan Luang Sub-district Municipality, Amphawa District, Province. Samut Songkhram This study was a mixed research. The sample was people living in Suan Luang Sub-district Municipality, Amphawa District, Samut Songkhram
Province. By calculating according to the formula of Taro Yamane, the sample size was 400 people and the sample was randomly selected. The research tools were questionnaires. The estimation scale was 5 levels. Statistics used in data analysis were frequency, percentage, mean, standard deviation. qualitative research Key informants are executives, heads of departments. 10 related employees, 20 village leaders, 20 community leaders, 30 people in total, selected by purposive sampling. Data were collected by in-depth interviews. Data were analyzed by content analysis.

Results of the study: The quality of public welfare services according to the SERVQUAL criteria in Suan Luang Subdistrict Municipality, Amphawa District, Samut Songkhram Province Overall, it was at a high level. When considering each aspect, it
was found that in terms of reliability and reliability. had the highest average, followed by the aspect of confidence in the service recipients The aspect of knowing and understanding the service recipients And the response to service users had the lowest
average. The results of the synthesis of guidelines on improving the quality of public welfare services according to the SERVQUAL criteria. The concrete aspect of the service. There should be publicity signs for service procedures or billboards indicating various service points clearly, with content and showing procedures that are easy for the public to understand. Reliability Municipal employees should provide services to the people with honesty, honesty, without bribery. and there should be a systematic service process reliable regulation There should be a way to create awareness for personnel at all levels. Response to service users Personnel should be arranged to serve the people appropriately. And increase work to keep up with the situation that occurs in accordance with reality Including reducing the process of providing services. Organize training to develop the use of information technology for staff. continually. Change the form of service to be modern. Giving confidence to service users. Should pay attention to each service recipient equally. without being caught on their own or not increase service potential and more quickly In terms of understanding and knowing service users, accepting feedback to improve Service with polite words and gestures friendly mind.