The study of Service Quality in Local Tax Collection of Thaluang Sub-district Administrative Organization, Mueng Distric, Phichit Province

Abstract

This research aims to 1). Study quality level of staff’s services offered to people concerning local tax collection service at Tha Luang Sub-district Administrative Organization in 5 aspects – 1. Giving services equally 2. Giving services punctually 3. Giving enough services 4. Giving services continually 5. Giving services by moving forward and 2). Study problems and guidelines for quality improvement and development of services offered to people concerning local tax collection at Tha Luang Sub-district Administrative Organization. This research is a quantitative research with 312 samplings as a sample group by purposive sampling. The sample group consists of tax payers. The data collection is conducted by giving 312 sets of surveys and using percentage for data analysis. The research result found that quality level of staff’s services offered to people who are tax payers and have given responses to the surveys in 5 aspects shows the average rate in the good level (x = 4.42, S.D. = 0.38). If we consider each aspect, it is found that aspect that shows the most mean is the aspect of giving services equally which contains the average rate of x = 4.57 and S.D. = 0.49. Next is the aspect of giving services punctually which contains the average rate of x = 4.49 and S.D. = 0.41. In addition, the aspect of giving services continually contains the average rate of x = 4.46 and S.D. = 0.49. The aspect of giving enough services contains the average rate of x = 4.43 and S.D. = 0.47. The aspect of giving services by moving forward contains the average rate of x = 4.16 and S.D. = 0.48. Moreover, the problems show that most people who are local tax payers are not able to express their problems due to there are not enough channels to serve their needs in complaining. The study of guidelines for service quality improvement and development concerning local tax collection services at Tha Luang Sub-district Administrative Organization demonstrates that there should be more channels for complaining for people receiving services as well as there should be enough staff giving services to serve tax payers’ needs. Also, there should be separated service lanes offering only for seniors and handicaps.