STRATEGIES TO IMPROVE THE SERVICES TO VISIT INMATES IN THE POST NEW NORMAL SETTINGS FOR PRISONS AND CORRECTIONAL INSTITUTIONS IN REGION 4

Abstract

This research has the following objectives: 1) to examine the causal relationship of the quality of digital services influencing the satisfaction of visiting inmates of the group of prisons and correctional institutions Region 4, and 2) to formulate a strategy for the development of visitation services to inmates in the new normal of prisons and correctional institutions Region 4. The research method is divided into 2 phases, namely Phase 1 The target group is Relatives of 400 inmates random sampling by hierarchical random sampling method the tool used was a questionnaire on the quality of digital services. Data were analyzed by structural equation analysis. Phase 2: the results of the research from phase 1 were used to develop strategies for the development of visitation services to inmates. The target group is 30 experts and experts. Select a specific sample by conducting a workshop to determine strategic positions from SWOT analysis and TOWS matrix analysis.

The results of the study found that 1) the model is consistent with the empirical data. by satisfaction with the service of visiting prisoners positively influenced by digital tangibles, digital trust, and customer centricity. The standard effect sizes were 0.50, 0.44 and 0.37, respectively. The forecast coefficient (R²) is 70%. And 2) strategic positioning result found that strategic location of the agency in question marks position. These strategies include: (1) developing services through tangible online digital platforms effectively, (2) building confidence in services through online digital platforms, and (3) focusing on service development strategies through online digital platforms based on customer centered approaches.