Factor Analysis of Service Excellence Pattern and Capability of Personnels in the Districts under the Department of Provincial Administration

Abstract

          The purpose of this research was to study the component of service excellence of personnel of the districts under Department of Provincial Administration. The samples in this study were taken sampling from the service users and officers at 12 target districts, which 482 persons were selected from the service user and 157 persons were selected from the officers of the districts. The questionnaires were distributed in among of those persons to evaluate the service satisfaction which contained three sections for the officers and four sections for service users. The statistics which were used in this study were percentage, mean, standard deviation and factor analysis.

           The findings of the study showed that;

           Overall, the services user was satisfied with both of Identification Card section and Justice Enhancement section. The implications of the importance of the difficulty, that could be explained for their service performance, especially greeting from the service provider with the smiling face, dress timely and modesty. The clarity and accuracy must be in place with enthusiasm and hospitality as well. Furthermore, the service user was expecting for the full coordination of the service provider with the full punctuality, observant and creative improvement.

           The component of factors that influence the satisfaction for the service of Registration and Identification Card Section and Justice Enhancement Section were composed of five major components, the provision of services and the service satisfaction appraisal, the service provider, the environmental service, the public relations service and the place of service.

           The researchers suggested that there should be the development of the operational excellent of the service officers as follow; the service officer should be surveyed and prepared for the subsistence level of man power regularly, the services officers should be cultivated for the multi-functions of services, the Legitimacy division must be improved of their knowledge especially in Law, investigation, and arbitrate, furthermore, the staff should proactively work in their operation by going to the public area. Therefore they would know problems and complaints from the working sites, in order to understand actual situations in their districts, therefore they can bring their experiences to improve their work process. Furthermore, more space shall be provided accordingly both in the service area and nearby area. The document management shall be handled wellaccording to 5 S. The officers should establish a public policy which both service providers and service user have been involved mutually in order to establish a smooth operation in the district. The other excellent unit shall be chosen to be a prototype and a knowledge sharing unit. The process should be improved to be faster and the expert staffs should be hired especially ICT staff for all districts. Database should be developed for each type of card as it is easy to search and instead of paper collecting. Seacling for the other public organization for the benchmarking with district. Using staff competency assigned in the research handout in order to develop their skills. Training should be continuously provided for new staff. There should be the overall development  of service in the same areas well as the improvement of the cooperation service sites between the district and other public unit in the same area are needs to be a tangible common service providing center.