SERVICE QUALITY AND SATISFACTION OF THE PERSONNEL DEVELOPMENT AND WELFARE TRAINING CENTER’S CLIENTS, ROYAL THAI POLICE BANG LAMUNG DISTRICT, CHONBURI PROVINCE

Abstract

The purpose of this research was to study the service quality and satisfaction of The Personnel Development and Welfare Training Center’s clients, Royal Thai Police, Bang Lamung District, Chonburi Province. A qualitative survey research format was used. The sample group were users of The Personnel Development and Welfare Training Center since 2020, at least 1 time. A total of 30 people were obtained from purposive sampling. Data were collected using an interview form. The data were analysed in accordance with the research objectives derived from the interviews.

The results of this research found that most interviewees reviewed 5 dimensions of service quality: concreteness, reliability, trustworthiness, meeting needs, assurance and empathy. As for the ability to create satisfaction in all 5 factors, most interviewees commented that the Personnel Development and Welfare Training Center can be created through 3 factors: to provide services on time, continuous service; and progressive service. In terms of satisfaction, there were two other factors that some interviewees were dissatisfied with: service provision, equally and providing adequate services in a reasonable manner