STRATEGY FOR COMPLAINT MANAGEMENT VILLAGE AND URBAN COMMUNITY FUND OF NATIONAL AND URBAN COMMUNITY FUND OFFICE IN THAILAND

Abstract

The objectives of this research were: 1) to study the problems of Complaint Management Village and Urban Community Fund of National and Urban Community Fund office in Thailand, and 2) to Determine the strategy for managing the Village and Urban Community Fund complaint system of the National Village and Urban Community Fund Office. The design of this research was a mixed method qualitative research the informants were 14 experts. The research tools were semi-structured interviews. Quantitative research. The population was 292 people. The research tool used questionnaires. By analyzing qualitative data with content analysis and quantitative data analysis with statistics, frequency, percentage, mean and standard deviation, and setting strategies for managing village and urban fund complaint systems of the National Village and Urban Community Fund Office. qualitative research with information Including 15 experts conducting workshops the tools used in the research are conference issues and memorandums. Qualitative data were analyzed by content analysis and strategic assessment. The study population was Officers, 30 people. The tools used in the research were assessment forms. Data were analyzed using mean and standard deviation statistics.

The results of the research were as follows: 1) The status of the problem management of the village fund complaint system and urban community averages in all 5 aspects were at a high level (µ = 3.61, Ó = 1.06), ranked in descending order. Take action to resolve problems was at a high level (µ = 3.83, Ó = 0.95). was at a high level (µ = 3.63, Ó = 1.08). The third level was reporting and monitoring the progress of complaints. was at a high level (µ = 3.55, Ó = 1.07). is at a high level (µ = 3.54, Ó = 1.10) and the scrutiny aspect of having suffered was at a high level (µ = 3.52, Ó = 1.08). And 2) the results of 5 strategies were formulated, namely Strategy 1 Solving the problem of complaints 2 Coordinating complaints with relevant agencies 3 Reporting and Follow up on the progress of the complaint; 4. Accepting the proposal of the complaint; and 5. Investigating the facts of suffering. and the results of evaluation of the strategy's suitability and feasibility. Passed the assessment criteria with an average of 3.51 or higher in all aspects.