The Quality of Public Service Assessment of the Project of Emergency Call Center 191, the Royal Thai Police , Case Study: the Emergency Call Center 191 of the Provincial Police Division in Nakhon Ratchasima

Abstract

This research were quantitative methods and qualitative methods, purposed to study the level of people’s perspective of the service quality of 191 Local Police Emergency Center in Nakhon Ratchasima Province, and to examine how the factors namely, education, profession, and gender affect the people’s satisfaction with the service. Representative samples of this research was 405 participants who used the services at 191 LPEC., in Nakhon Ratchasima Province.

The result, found that 1. The level of the people’s perspective in processes of receiving emergency events was at high level. Considered from point to point it was found that the highest level of perspective was informing emergency news to 191 Emergency Center, which had easy and short processes. 2. The level of the perspective about people service by officers in the 191 Emergency Center was at high level. The results also found that the highest level of perspective was the emergency center officers were professional to their area’s duties. 3. The level of perspective about quality of service in the 191 Emergency Center was in level for overall. It was also considering from found that the highest level of perspective was the 191 Emergency Center Officers were concise and polite in responding to people. The suggestions, How the research were 191 LPEC., in Nakron Ratchasima Province should prepare readiness in overall information, and should instruct the officers about service mind for people. Besides, they should have evaluation of the officers’performances, then bring results to find out solutions for solving problems in order to make satisfaction in people services. Moreover, the officers should ask personal information from informers because of different factors that may cause different solutions.