QUALITY SERVICE AFFECTED THE DEMAND OF DIGITAL MUNICIPALITIES IN NONTHABURI PROVINCE
Article Sidebar
Main Article Content
Abstract
This research aims to; 1) analyze the quality of services that influence the demand for digital municipalities in Nonthaburi Province, 2) assess the problems and obstacles related to the quality of services that affect the demand for digital municipalities in Nonthaburi Province, and 3) propose strategies to improve the quality of services that impact the demand for digital municipalities in Nonthaburi Province. This qualitative research involved 15 municipal personnel and 7 general citizens residing in Nonthaburi Province as key informants, totaling 22 participants. A semi-structured interview was employed as the research instrument. Data analysis was conducted using descriptive analysis.
The research findings revealed that;
1) The quality of digital services, which has influenced the demand for digital municipalities in Nonthaburi Province, is a direct result of the Digital Government Services Act B.E. 2562. This act mandates the development of a national digital government development plan to support the transformation of government service processes and operations. In response, municipalities in Nonthaburi Province have upgraded their service quality to a digital system, encompassing documents, review processes, and approval procedures, ultimately leading to the establishment of a 'One-Stop Service' model
2) The problems and obstacles to the demand for digital municipalities in Nonthaburi province were found to be that the municipal personnel in Nonthaburi province still adhere to traditional working cultures. When it comes to changing or improving the municipality's working methods to be digital, some personnel are unable to work proficiently with tools and technology.
3) To enhance service quality and stimulate demand for digital municipal services in Nonthaburi, the province should develop a workforce training plan to enable staff to provide online services efficiently. Additionally, the province should disseminate knowledge about digital service usage to the public, ensuring convenient and rapid access.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
Chaichom, C., Sricharumethiyan, C., & Nahuanil, C. (2021). Thai Public Administration System. Buddhamak Journal, 6(1), 241-247.
Chayaphan, M. (2018). Improving the Service Level of Khon Kaen Municipality. (Master’s Thesis). Khon Kaen University. Khon Kaen.
Crosby, P. B. (1979). Quality Is Free The Art of Making Quality Certain. New York: McGraw-Hill.
Digital Government Development Agency. (2020). Thailand's Digital Government Development Plan 2020-2022. Bangkok: Digital Government Development Agency.
Imsamran, K. (2021). Personal Competency Development in the Digital Era of Khoktoom Subdistrict Municipality, Lopburi Province. (Master’s Thesis). Ramkhamhaeng University. Bangkok.
Intayot, P. (2021). Effectiveness of Implementing Digital Public Administration policy in Municipalities. Chomphu Subdistrict, Saraphi District, Chiang Mai Province. School of Administrative Studies Academic Journal, 4(1), 19-34.
Krungthai COMPASS. (2023). 3 Guidelines for Adapting to Online Marketing of SMEs. Retrieved 27 November 9, 2019, from https://krungthai.com/th/financial-partner/learn-financial/1696
Lewis, J. M., & Bloom, S. C. (1983). Incorporation of time Continuity into Subsynoptic Analysis by using Dynamical Constraints. Tellus, 30, 496–516.
MGR Online. (2021). Changes in the Public Sector In The Digital Age. To Develop Services and Provide Convenience to the People. Retrieved September 21, 2023, from https://mgronline.com/politics/detail/9640000005992
Mapkha Subdistrict Municipality. (2023). Digital Municipal Development Plan of Mapkha Subdistrict Municipality 2023 - 2027. Retrieved August 10, 2023, from www. tessabanmabkha.go.th/news/doc_download/digital planbook_040123_113011.pdf
Mongkolpitaksuk, U. (2017). Local Government Organization Culture in the Thailand 4.0 era. Romphruek Journal, 35(2), 141-162.
Office of the National Digital Economy and Society Commission (NCDC). (2019). Project To Promote and Develop Digital Knowledge and Understanding (Digital Literacy). Retrieved September 27, 2023, from https://itm.eg.mahidol.ac.th/itm/wp content/uploads/2020/04/MDES-ONDE-Digital-Literacy-DigitalliteracycurriculumforThaicitizens.pdf
Pairun, P. (2021). Development of Management System and Online Public Service: Case Study. Bang Saray Subdistrict Municipality, Sattahip District, Chonburi Province. (Master’s Thesis). Ramkhamhaeng University. Bangkok.
Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1988). SERVQUAL A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12-40.
Schmenner, R. W. (1995). Escaping the Black Holes of Cost Accounting. Business Horizons, 31(1), 66-72.
Sisuporn, S. & Piankhuntod, A. (2022). Culture Adapt to Become a Digital Organization of Local Government Organizations. Journal of Roi Kaensarn Academi. 7(8), 246-264.
Tenner, A. R., & DeToro. (1992). Total Quality Management: Three Steps to Continuous Improvement. United States: Addison Wesley.
Woraram, P. (2020). The Quality of Public Service of The Officials of The Chorakhe Subdistrict Administrative Organization is Very High. Prakhon Chai District Buriram Province. National Academic Conference Nakhon Ratchasima College, 7th time, year 2020 (pp. 888-899). Nakhon Ratchasima: Nakhon Ratchasima College.
