Service Quality of Tha Tum Sub-District Municipality, Tha Tum District, Surin Province

Abstract

This research aimed to study Tha Tum Sub-District Municipality service quality, compare service quality levels according to gender, ages, and education levels, and propose problems, obstacles, and recommendations toward receiving services at Tha Tum Sub-District Municipality. Tha Tum District, Surin Province. Survey research methodology was conducted comprising 367 citizens receiving services in 5 main tasks including education, treasury, health, and maintenance tasks. Questionnaires were used as the research instrument and subsequently analyzed by statistics including standard deviation, frequency, percentage, arithmetic mean, t-test, F-test. The results indicated that the samples’ view toward service quality of Tha Tum Sub-District Municipality was high. In detailed analysis, we found the highest quality aspect was the process aspect, followed by coordination, staff, facilitation aspect subsequently. Furthermore, the lowest quality aspect perceived by our samples was the information providing aspect. Findings from inferential statistics revealed that difference in gender did not lead to significantly difference in total service quality view. In detail, we found differences merely in the facilitation and coordination aspects of service quality view. Moreover, differences in age groups were not significantly related to difference in total service quality view, only facilitation aspect of service quality view was significantly related. In term of education, we found no significant difference in to service quality view among population with different education backgrounds, unlike the detailed analysis revealing significant differences in all separated aspects. Finally, we found the main obstacle in service quality of Tha Tum Sub-District Municipality was the coordination problem via telephone and the most essential recommendation by our samples was to develop more frequent telephone checking habit for the staff.