Guidelines for Public Service Quality Management Based on Sangahavatthu 4 of Surin Railway Station

Abstract

The objectives of this research are to 1) study the condition of quality management of public services at Surin Railway Station, 2) study methods of quality management of public services according to the 4 Sangkhahavatthu principles of Surin Railway Station, and 3) propose guidelines for quality management. Providing public services according to the principles of Sanghawatthu 4 at Surin Railway Station.  There are 5 areas of research in service quality: 1) physical characteristics of service, 2) reliability, 3) responsiveness to service recipients, 4) Giving confidence to service recipients and 5) Understanding and sympathizing with service recipients It is a mixed methods research. It is divided into survey, quantitative and qualitative research. Through quantitative research, the researcher created a questionnaire. The reliability level of the questionnaire was 0.82 to study the condition of quality management of public services at Surin Railway Station. The sample used in this research included 379 people who used the services at Surin Railway Station. Using random sampling method Then take the survey results and find the average. and standard deviation to analyze and conduct qualitative research. Using in-depth interviews. Using questions from the survey results that have the lowest average. and use group discussions In studying the opinions of the train operating staff of the State Railway of Thailand who are the target group and the public who receive the service to study methods and present guidelines for quality management of public services according to the 4 Sanghawatthu principles of Surin Railway Station.

            The research findings were as follows.         

            The condition of quality management of public services at Surin Railway Station in all 5 areas is overall at a high level.