Service quality management model of the Land Office in the area Of Prachuap Khiri khan Province

Abstract

This research article aimed to investigate: 1) the obstacles in managing service quality at the Land Office in Prachuap Khiri Khan Province, 2) approaches for developing service quality at the Land Office in Prachuap Khiri Khan Province, 3) propose a service quality management model for the Land Office in Prachuap Khiri Khan Province. The research was conducted in Prachuap Khiri Khan Province, with key informants totaling thirty-seven participants consisting of 1) land officials, 2) department heads, and 3) service recipients. This qualitative research employed purposive sampling methodology, utilizing structured in-depth interviews as the research instrument. Data analysis was conducted using an inductive analysis approach. The research findings revealed: 1) The obstacles in service quality management encompassed: 1. service procedures, 2. types of services, 3. facilities, 4. service delivery confidence, 5. personnel. 2) The service quality development approaches incorporated management theory, comprising: 1. planning through annual operational plans with clear work objectives for service quality enhancement, 2. organizational management with designated personnel responsible for service quality improvement, 3. leadership or direction through work performance motivation, 4. control or evaluation through operational result monitoring, corrections, and continued service quality development based on outcomes. 3) The Service Quality Management Model consisted of: 1. equitable service delivery, 2. timely service provision, 3. adequate service delivery, 4. continuous service provision, 5. progressive service delivery.