Satisfaction of Citizens on Public Services of Local Administrative Organizations in Fiscal Year 2017

Abstract

This study aims to examine and compare the level of satisfaction and suggestion of Clients towards public services of local administrative organisations in Southern provinces in the fiscal year 2017. Data on citizens^, satisfaction were collected from 139sub-district administrative organizations, municipalities and provincial administrative organizations from ten provinces, which are Nakhon Si Thammarat, Songkhla, Yala, Satun, Krabi, Phangnga, Narathiwat, Phuket, Phatthalung, and Surat Thani. The survey was conducted from 35,680 people regarding to public services of local administrative organizations using systematic random sampling. The study examined four components of services : quality-processes, channels, officers, and facilities using opinion survey for data collection. Statistics used for data analysis were percentage, means, standard deviation, t-test, and one-way ANOVA. The results indicated that overall level of citizens^, satisfaction was very high. Citizens^, satisfaction towards services was ranked the highest, followed by satisfaction with facilities, service processes and service channels respectively. The result of comparison showed that the citizens living in different provinces had different levels of satisfaction in terms of service processes, service persons, and facilities. In terms of service channels, the citizens^, satisfaction was not totally different for different local administrative organizations.However, local administrative organizations need to continuously develop different things continuously, including (1) training officers to gain more knowledge and improve service mind, (2) reducing the process of service, increasing multi-channels of services and improving the condition of the offices and facilities, (3) monitoring and evaluating different projects for project development, and (4) activating citizens^, participation in any administrative management projects and arranging more community economic development projects.