EVALUATION OF PEOPLE’S SATISFACTION TOWARDS SERVICE PROVIDED BY LOCAL GOVERNMENT ORGANIZATIONS IN PHAYAO IN ACCORDANCE WITH PMQA STANDARD

Abstract

               This research aims to:1) Study people’s satisfactions on services provided by the local government organizations in Phayao Province using PMQA standard (the 3^rd section), 2)Study and analyze the strength and vulnerability in applying the Public Sector Management Quality Award (PMQA) standard (the 3^rd section) in the evaluation of people’s satisfactions on services provided by the local government organizations in Phayao Province. The population is used based on 8,012 residents under the authority of Thungkluay Sub-district Administration Organiszation, Phusang, Phayao Province.  The sampling groups are calculated by applying Taro Yamane elementary sampling theory.  They are 390 samplings; 380 from service recipients together with 10 officials. Data collecting is done twice during 2017-2018. The research tools consist of questionnaire and interview using descriptive statistics of frequency, percentage, means and standard deviation then describe the characteristics of data and analyzing of contents.

               The research found that Most of the samples were female.50.4 % with 47.3 % at the age of 31-40 years and 67.6 % married.  Most of the group sample are agriculturists (45.9 %). Overall rate of people’s satisfaction is at the highest level (= 4.34) with level 5^th (= 4.49) at the first round (2017) and level 4^th (= 4.18) at the second round (2018). Consideringthe results from applying the PMQA standard Sec.3 to thegroup sample is found that the basic criteria in giving the priority to service recipients and stakeholders with good scores above 80 %. However, there is a small score drops in establishing stakeholders engagement. The PMQA standard itself is a good principle which adopts good governance criteria that encourages public organizations self-assessment.The service performance and personnel development cope with complication of new rules of public administration standard and the rapidly changing context of service recipients.The advantages Encourage agencies to know the defects and can set goals.

             The chief executive should play the best role in guiding the organization to its target, appropriate training course should be arranged to help ease management to enhance efficiency and effectiveness of the serviceto know the defects and can set goals. For the disadvantage is that the staff of the practitioner still has insufficient knowledge about the assessment. Therefore, guidelines should be established for more knowledge. Increasing the role of leadership, change and participation in driving the mission of developing public administration towards the goal of overall organizational success.