Evaluation on Service Satisfaction of the People by Bang Kratuek Sub-District Administrative Organization

8/7/2019 Evaluation on Service Satisfaction of the People by Bang Kratuek Sub-District Administrative Organization

1/91

ISBN 978-974-11-0885-5


2/91

Evaluation on Service Satisfaction of the People by

Bang Kratuek Sub-district Administrative Organization

( ) .

25/5 4

73170

0-2441-9040-3 39

0-2441-9044

= Evaluation on Service Satisfaction of the People

by Bang Kratuek Sub-district Administrative Organization / ,

, ,

82

ISBN 978-974-11-0885-5

1. - I. II. III. IV.

JS7153.3.A8 784 2550


3/91

Evaluation on Service Satisfaction of the People by

Bang Kratuek Sub-district Administrative Organization

( ) .


4/91

4 1) 2) 3)

4)

2550


5/91

1

- 1

- . 3

- 3

- 2550 23

- 23

- 23

- 24

2

- 25

- 27

- 27

- 29

- . . 2549 32

- 36


6/91


7/91

1 11

2 403 44

4 47

5 48

6 49

7 50

8 51

9 55

10 56

11 57

12 58

13 59

14 63

15 64

16 65

17 66

18 67

19 71

20 72

21 73

22 74

23 76 24 78


8/91

1 . 2


9/91

(Quantitative Research)

(Documentary Research)

4 (

)

4

1

. 2

3

4

4

3 73


10/91

1

. . 2544 4 ( . . 2544-2547)

. .

.

. .

.

4 ( . . 2544-2547)

10 ( . . 2548-2553)

.

. .

.

. .

10 ( . . 2554 )

.

.

.


11/91

2

5 ( : 2545)

1)

2) ( .) . .

.

3) ( .)

4)

5)

( .)

. . 2537 (

5 . . 2546)

. ( 1)

. . 2537

. 5 2 2538

30 2545 . 6,744

1

. - . 2 - . 1 6 - . 2 3

- 1

2

. 1

.

.


12/91

3

.

. 6

1.

2.

3. /

4.

5.

6.

1.

15

5 12.847 8,030

2.

( ) 2 , 4 , 5 , 7


13/91

4

3. 8 8

1 2 3 4 5 6 7 8

4.

9,011 4,294 4,717

( 28 2550 )

5,037

- 1 2,461 1,139 1,322 1,307

- 2 2,189 1,051 1,138 1,819

- 3 408 210 198 109

- 4 938 435 503 391

- 5 665 322 343


14/91

5

378

- 6 1,282 625 657 640

- 7 331 165 166 95

- 8 737 347 390 297

5.

- 13

- 10

- ( ) 65

- 5

- 3

- 2

- 2

.

, , 51 (1) 1(2) . 1(3) 1(4) 1(5) . 1(6) 1(7) 2(8) 2(9) . 2(10) 2(11) 2(12) 2


15/91

6

(13) 2(14) 2(15) 2(16)

2(17) 2(18) 2(19) . . 2(20) 2(21) ( ) 2(22) 2(23)

2(24) 2(25) 2(26) 2(27) 2(28) 2(29) 2(30) 4(31) 4(32) 5(33) . 5(34) . 6(35) 6(36) ( ) 6(37) . 6(38) 6(39) 6(40) 6(41) 7(42) 7(43) 7(44) 7


16/91

7

(45) 8(46) . 8(47) 8(48)

8(49) . 8(50) 8(51) 2 1,5

7 1. 12. 23. 24. 1 4

2,3 8 4 4

5. 46. 57. 6

, 73 1,354

1. 1 10 100 2. 2 30 801 3. 4 7 120 4. 5 5 91 5. 6 14 122

6. 7 2 10 7. 8 5 110

6.

1.

- 1

2- 1

( ) 5


17/91

8

- 10 ( 1, 2, 3, 4, 6, 7,8, , . . . .

- ( )

- 1) 2)

3)

- 1

( .)

2.

1. 2 1 1

(1) 5(2) 3(3) 1(4) 6

2. 1

53.

- 1

2 5- 1

4 - - 2

5 ( )- 100

4.

- 1

( 5 )- 1

- 1


18/91

9

7. 1.

(1) 5 -

(2) - ( 6 ) -

- 4 1,600

- 4 4,800

- 31 23,617

2.

- 40

- 90

3.

- -

4.

- 1

7, 5 , 4 2 1,200 - 11

1) 1 2,400 2) 1, 2 2,500 3) 1, 2 1,100

( 1 2 )4) 2 800 5) 2 3,000 6) 4 ,8 3,000 7) 1,2,3,4,8 5,400


19/91

10

8) 5,6, 7 3,500 9) 7 800 10) 7 400

5.

- 11 8.

1. - 52

2. - 1 40 - 1 60 - 1 60 - 1 79 - 1 20 1- 1 25 2- 1 30

3,4,8- 1 25

5,6,7- 1

- 1 23

- 3

(1) 300

(2) 200 (3) 100

9.

1.

(1) 21

10 6 3

2


20/91

11

(2) 13

(3) 15

(4) 17

(5) 16

1

.1. .4 - 4 2

2. .6 - 11 -

3. .3 - 6 2

4. .3 - 2 3

5. .5 - - 2

6. .6 - 1 1

7. . 1 - 1

8. . 3 7 1

9. . 1 - -

10. . 1 6 -

11. - - 1

12. 15 8 2

13. - - 1

21 45 16

2.

8 (1)

(2) 1(3) 1(4) 1(5) 2(6) 2(7) 2(8) 3


21/91

12

(9) 3(10) 3(11) 4(12) 4(13) 4(14) 5(15) 5(16) 6(17) 6(18) 6(19) 7(20) 7(21) 7(22) 8(23) 8(24) 8(25)

(26)

(5) 2549 43,629,575.88 ( 30 2549)

(1) 3,925,940.37

(2) 27,870,374.36

(3) 3,848,398.00

(4) . ( ) 3,595,968.00

(5) ( ) 250,145.15

(6) 4,138,750.00

( )


22/91

13

1

3 ,

2 ,

10 100

3 4 3,500

1 5 600

1 6 400

1. 7 2,400 3-4

2. 6 2,500 3

3. 5 1,100 3


23/91

14

2

3 8 4 , ,

1

30 801

7 4 10,677

2 4 800 /

1. 10 5,400 5

2. 6 2,500 3

3. 5 800 3

4. 8 3,000 4

5. 200

2 5


24/91

15

3

8 , 2 1

,

8

-

4 4 1,000

10 5,400 5


25/91

16

4

6 , 5 8 , 2

7 120

6 5 4,770

7 3,000 4

5

1

5

7 , 6 4

4 6


26/91

17

5 91

3 4 600

2 5 1,900

/

600


27/91

18

6

7 , 4, 5

5, 7

14 122

5 4 2,220

1 5 2,300

8 3,500 4

7

- , 6 , 5

6,


28/91

19

2 10

1. 8 3,500 4

2. 5 800 3

3. 7 400 3

8

4 2, 3

4

5 110

3 4 850

1 4 400


29/91

20

1. 7 3,000 4

2. 10 5,400 5

.

1.

- / 10,000 - ( .) 23,000

- 20,000

- 216,000 - 10,000

- 80,000

- 200,000

2 2.1

(1) 5 133,000 5 95

475

(2) 1 450,600 ( ) 5 210 1,502

(3) . 1 523,160 0.15 285

902

(4) 480,000

6


30/91

21

2.2

- . 2 700,000

2.3 /

(1) . 6 257,400

0.60 105 . 1.10 x 1.10 12

(2) . 2 1,195,000 5

. 0.60 429

.1.10 x 1.10 .

0.60 429 0.15 1

(3) 6 481,650 3 BSM

195 1

(4) 2 91,000 2 32 BSM

50 1

(5) 2 98,176

1.00x1.20 6

(6) 5 303,472 0.38 76 1

3.

-

4.

- 250,000 - 3 195,000

- 45,000

- 170,000 - 20,000

- 100,000


31/91

22

5.

- . . 300,000

-

10,000

6.

-

150,000

- 100,000 - 120,000

- 300,00

,

,

, ,

,

7.

- 100,000

- - 1-8 100,000 - 1,752,000

- 100,000

8.

-

50,000

9.

- 40,000

10.

-

100,000


32/91

23

2550

2550

4

8 2

1.

/ 4

2.

3.

4

4


33/91

24

( )

1. 2. .

3. .

4.


34/91

2

6

1) 2) 3) 4) 5)

. . 2549

6)

1.

1.

2.

3.

4.

1.

2.

3. .

4.


35/91

26

1.

2.

3.

4. OTOP SMEs

5.

6.

7.

8. 9.

10.

11.

12.

1.

2. 3.

4.

5.

6.

7 .


36/91

27

8.

2.

/ 4

1.

2.

3.

4.

3.

(Satisfaction)

(2544 : 4)

(2542 : 18)

(2532 : 65)

(2541 : 5)


37/91

28

(2542)

Abraham H. Maslow (1970 : 69-80)

(Lower Needs)

(Higher Needs) 5

1. (Physical Needs)

2. (Safety Needs)

3. (Social or Belonging Needs)

4. (Esteem Needs)

5. (Self Realization or Self

Actualization Needs)

Gilmer (1966 : 380-384)

1.

2.


38/91

29

3.

5 8

20

4.

5.

Heider (1953 : : 2540)

1.

2.

3.

4.

5.

6. 7.

8.

9.

10.

11.

4.

(2539)


39/91

30

SERVICE 7

S = Smiling & Sympathy

E = Early Response

R = Respectful V = Voluntaries Manner

I = Image Enhancing C = Courtesy

E = Enthusiasm

( 2548 : 20)

2

(2537 : 34) 5

( 2548 : 21)

(Specification)

(Equality) (Affective Neutrality)

Parasuraman (1985)


40/91

31

(Process)

(Outcome) (Interaction)

Scardina (1994)

1. (Tangible)

2. (Reliability)

3. (Responsiveness)

4. (Assurance)

5. (Empathy)

Helen Woodruffe ( : 2547 , 9-10)

1.

1.1 (People-Based Services)

1.2 (Equipment-Based Services)

2. (Level of Contact)2.1 (High Contact Service)

2.2 (Low Contact Service)

3. (Profit Orientation) 2 3.1

3.2


41/91

32

5.

. . 2549

. . . . .

. .2549 . . . . . .

1.

. . . . . 2/2549 24 2549

. . . . . .

. . . . .

1.

60

40

( . )

/

4 1 /

.

. . 2549

1. 2549

2549

1.

/

4 .

2548 2.


42/91

33

. .

2549 . . . . . .

2 . 1 .

( 1.)

8 1

2 2.

3.

3.

.

4. .

(1) . 1 (2) . 1 (3) 1 (4) 2 (5) 1

( 1.) .

75

5.

.

40

5.1

= ( 40 % ) x ( )

100


43/91

34

5.2

.

(1) 75

3

(2) 95

.

3 5

1

5.3

(1) 5.

(1.1) 3 2 1.5

1

(1.2) 3 (1.3)

4 1 5 1 4 1

3 1 (1.4) 2

5.1 5.2


44/91

35

(2) (2.1) 2

(1 1 ) 1

( 2) ( 4)

(2.2)

(1 ) 1

(2.3) ( 2 )

(3)

5.3

6.

4.

. . . . . .

1

7.

3.

8.

( 2 ) . . 2548


45/91

36

35

. . 2542

9.

4.

. . 2542

. . . 30

10.

5. . .

. .

. . .

. . . . . . 1

6.

(2547)

. ( ) 401 2


46/91

37

(2548)

80

(2545)

2 326 32 326 704

(2542)

107 209

60.77

0.05


47/91

38

(2548)

603

6

(2538)

785 419 366


48/91

3

(Quantitative

Research) (Documentary Research)

4

3

1.

3

4 /

1.

2.

3.

4.

4 1)

. 2)

3)

4)


49/91


50/91

41

3.

4 1)

2) 3) 4)

4. 5. 6.

7.

2550

(Descriptive Statistics)

(Percentage) (Mean) (Standard

deviation) (Minimum) (Maximum)


51/91

42


52/91

4

3 1) 2)

3)

4 1)

2)

3)

4)

921 933 100

208

(

) 183 212

330 1 1 1

3 4

73


53/91

44

(1)

5347 50 38

40-49 30-39 20-29 25 21 15

20 1

99 2 3( 70) 21 1

3

(n = 208)

(n = 207)

97 46.9

110 53.1

(n = 205)

20 2 1.0

20-29 31 15.1

30-39 43 21.0

40-49 51 24.9

50 78 38.0

(n = 206)

203 98.5

1 0.52 1.0

- -

(n = 203)

42 20.6

142 70.0

- 17 8.4

2 1.0


54/91

45

41 24 (

) 10 9 5

44 .

15 13 3

3

( )

(n = 208)

(n = 196)

3 1.5

7 3.6

20 10.2

21 10.7

47 24.0

80 40.8

18 9.2

(n = 208)

8 3.8

91 43.7

32 15.4

. 31 14.9

. 13 6.3

26 12.5

7 3.4

- -


55/91


56/91

47

.

74 ( = 74.24) . 50 41 80 22

65-7050-55 70-75

9 8 7 60-65 75-80 55-60

5 4 3 ( 4)

4

(n=208)

80 45 22.2

75-80 9 4.4

70-75 15 7.3

65-70 18 8.8

60-65 11 5.4

55-60 6 2.9

50-55 16 7.7

50 102 41.3

= 74.24

= 16.99


57/91

48

.

74 ( = 74.65)

. 50 45

80 23 75-80 55-60

60-65 12 11 9

50-55 65-70

70-75 ( 5)

5

(n = 208 )

80 47 23

75-80 24 11.6

70-75 - -

65-70 - -

60-65 18 8.7

55-60 23 11.2

50-55 - -

50 93 45.5

= 74.65 = 16.47


58/91

49

.

.

76 ( = 76.06)

. 49 50

80 27 60-6565-70 70-75

55-60

8 6 5

50-5575-80 ( 6)

6

(n =205)

80 56 27.3

75-80 - -

70-75 10 4.9

65-70 12 5.8

60-65 17 8.3

55-60 10 4.9

50-55 - -

50 100 48.8

= 76.06 = 17.31


59/91


60/91

51

(2)

49 51 50 29

40-49 30-39 20-29 26 23 20

20 2 ( 100) 72 20 -

4 3

8

(n = 183)

(n = 181)

89 49.2

92 50.8

(n = 180)

20 3 1.7

20-29 36 20.0

30-39 42 23.3

40-49 46 25.6

50 53 29.4

(n = 183)

183 100.0

- -- -

- -

(n = 181)

37 20.4

131 72.4

- 8 4.4

5 2.8


61/91

52

41 34 11

1 3 ( 38) . 17 16

2

8 ( )

(n = 183)

(n = 178)- -

7 3.9

20 11.3

12 6.7

73 41.0

60 33.7

6 3.4

(n = 183)

3 1.6

69 37.7

29 15.8

. 31 16.9

. 15 8.3

25 13.7

11 6.0

- -


62/91

53

( 97) 10 16 11-15

2 1 5 4,001-8,000

43 4,000 15,000

8,001-12,000 17 16 15 12,001-15,000 5 4

8 ( )

(n = 183) (n = 183)

10 178 97.3

11 - 15 2 1.1

16 3 1.6

= 4.83

= 2.21

(n = 175)9 5.1

4, 000 29 16.6

4,001 - 8000 75 42.9

8,000- 12,000 27 15.4

12,001 - 15,000 7 4.0

15,000 28 16.0


63/91

54

. 10 40 11-30 31-50 28 18

. 70 6 21 ( 8)

8 ( )

(n = 183)

. (n = 183)10 74 40.4

11 - 30 51 27.931- 50 33 18.0

51-70 15 8.2

70 10 5.5

= 21.35

= 18.78


64/91

55

.

.

68 ( = 68.19)

47 50

80 25 55-60

70-75 3

( 9)

9

(n = 183)

80 46 24.8

75-80 12 6.5

70-75 5 2.7

65-70 12 6.5

60-65 8 4.4

55-60 6 3.3

50-55 9 4.9

50 85 46.9

= 68.19 = 15.47


65/91

56

.

75 ( = 75.63) .

50 44

80 70-75 25 13

60-65

50-55 9

75-80 65-70

55-60 ( 10)

10

(n = 183)

80 46 25.1

75-80 - -

70-75 24 13.1-

65-70 - -

60-65 17 9.3

55-60 - -

50-55 16 8.7

50 80 43.8

= 75.63 = 15.69


66/91

57

.

80 ( = 80.09)

. 48 50

80 23

60-65 75-80

65-70 9 8 7

50-55 ( 4)

55-60

70-75 ( 11)

11

(n =183 )

80 44 23.3

75-80 15 8.2

70-75 - -

65-70 12 6.6

60-65 17 9.3

55-60 - -

50-55 8 4.4

50 87 48.2

= 80.0 = 13.83


67/91

58

.

. 76

( = 76.09)

. 54 50

80 29

55-60

50-55 9 7

( 12)

12

(n =183)

80 54 29.4

75-80 - -

70-75 - -

65-70 - -

60-65 - -

55-60 17 9.3

50-55 13 7.1

50 99 54.2 = 76.09 = 16.89


68/91

59

(3)

56 44 50 32

40-49 30-39 27 25

20 2

99 1 63

24 3

13

(N = 214)

(n = 212)

118 55.7

94 44.3

(n = 210)

20 5 2.420-29 27 12.9

30-39 54 25.7

40-49 57 27.1

50 67 31.9

(n = 209)

208 99.5

1 0.5

- -

- -

(n = 211)

50 23.8

134 63.3

- 21 10.0

6 2.9


69/91

60

41 15

5 4 3 2 1 1 3

38 .

18 17 13

3

13 ( )

(N = 214)

(n = 203)

2 1.0

8 3.9

31 15.3

11 5.4

62 3.5

84 41.4

5 2.5

(n = 211)

6 2.8

80 37.9

35 16.6

. 37 17.5

. 15 7.1

27 12.8

11 5.3

- -


70/91

61

98 10 11-15 16 1

5 1 3 33

4,001-8,000 8,001-12,000 15,000 4,000

23 19 14 12,001-15,000 6 5

13 ( )

(N = 214)

(n = 212)

10 208 98.1

11 - 15 3 1.4

16 1 0.5

= 4.60

= 1.95

(n = 204)

13 6.4

4, 000 28 13.7

4,001 - 8000 68 33.4

8,000 - 12,000 46 22.5

12,001 - 15,000 11 5.4

15,000 38 18.6

. (n = 214)

10 95 44.8

11 - 30 56 26.4

31- 50 36 16.0

51-70 13 6.2

70 14 6.6

= 18.76

= 18.02


71/91

62

. 45 . 10 . 11-30 31-50

26 16 70 51-70 7 6 . 19

( 13)

13 ( )

(N = 214)

. (n = 214)10 95 44.8

11 - 30 56 26.4

31- 50 36 16.0

51-70 13 6.2

70 14 6.6

= 18.76

= 18.02


72/91

63

.

72 ( = 71.76)

. 50 45

80 ( 27)

60-65 50-55

70-75 65-70 55-60

8 7 5 4

75-80 ( 14)

14

(n = 210)

80 56 26.9

75-80 - -

70-75 10 4.8

65-70 9 4.3

60-65 16 7.7

55-60 9 4.3

50-55 14 6.7

50 96 45.3

= 71.76 = 16.34


73/91

64

.

. 75 ( =

74.70)

. 49 50

80 70-75 55-60

75-80 20 12 10 9

50-55

60-65 65-70 ( 15)

15

(n = 209 )

80 42 20.0

75-80 18 8.6

70-75 25 12.0

65-70 - -

60-65 - -

55-60 21 10.0

50-55 - -

50 103 49.4

= 74.70 = 16.41


74/91


75/91

66

. 74

( = 74.68)

. 50 43

80 36

55-60 50-55

60-65 8 5

75-80 70-75

65-70 ( 17)

17

(n =206 )

80 74 36.1

75-80 - -

70-75 - -

65-70 - -

60-65 11 5.3

55-60 17 8.3

50-55 16 7.8

50 88 42.5

= 74.68 = 17.67


76/91


77/91

68

41 26 12

3 23 .

17 15 3

18 ( )

(n = 330)

(n = 311)

16 5.1

15 4.8

36 11.6

9 2.9

81 26.0

129 41.5

25 8.0

(n = 313)

11 3.5

94 3.0

71 22.7

. 53 16.9

. 25 8.0

48 15.3

11 3.5

- -


78/91

69

97 10 3 16 11-15

( 2 1 ) 5

4,001-8,000 39 8,001-12,000

15,000 17 16 13

18 ( )

(n = 330)

(n = 330)

10 320 97.0

11 - 15 4 1.2

16 6 1.8

4.45

= 1.84

(n = 309)

41 13.3

4, 000 32 10.4

4,001 - 8000 120 38.8

8,001 -12,000 52 16.8

12,001 - 15,000 14 4.5

15,000 50 16.2


79/91

70

. 55 . 10 11-30 31-50

25 12 . 70 51-70 5 4 . 15 ( 18)

18 ( )

(n = 330)

. (n =330)10 182 55.2

11 - 30 81 24.5

31- 50 39 11.8

51-70 13 3.9

70 15 4.5

= 14.76

= 16.00

(n = 330)


80/91

71

.

76 ( = 75.95)

. 50 50

80 21 55-60

75-80 65-70

8 7 6

70-7550-55 2 ( 19)

19

(n = 330)

80 68 20.5

75-80 24 7.2

70-75 8 2.4

65-70 20 6

60-65 14 4.2

55-60 25 7.5

50-55 8 2.4

50 163 49.8

= 75.95 = 28.11


81/91

72

. 74 ( =

73.53)

. 1 4 25 50

80 21

75-80 60-65 65-70 50-55

12 9 8

70-7555-60 ( 20)

20

(n = 330)

80 70 21.1

75-80 38 11.5

70-75 - -

65-70 27 8.2

60-65 29 8.85

55-60 - -

50-55 25 7.6

50 81 23.6

= 73.53 = 26.28


82/91

73

.

77 ( = 77.16)

. 45 50

80

75-80 21 12 60-65

50-55 65-70

9 7 6

70-75

55-60 ( 21)

21

(n =330 )

80 69 20.9

75-80 40 12.1

70-75 - -

65-70 19 5.8

60-65 29 8.8

55-60 - -

50-55 23 7.0

50 150 45.4

= 77.16 = 27.51


83/91

74

.

73 ( = 73.36)

. 47 50

80 75-80

20 13

55-60 60-65 65-70

9 6 5

70-75 50-55 (

22)

22

(n = 330)

80 67 20.2

75-80 44 13.3

70-75 - -

65-70 17 5.2

60-65 20 6.1

55-60 28 8.5

50-55 - -

50 154 46.7

= 73.36 = 30.54


84/91

5

(Quantitative Research)

(Documentary Research)

4 (

)

4

3 73

1. .

2. .

3.

.


85/91

76

4.

.

. .

7 ( 23 )

23

1. 82. 13. 1

1. 7

2. .

-

-

2

1

1

1. 2

2. 1


86/91

77

23 ( )

1.

-

-

5

3

2

2.

- 2

1

4

4

3.

-

-

3

2

1

4.

-

-

-

-

-

7

2

2

1

1

1

5. 1

1. 12. 1

3. 1


87/91

78

24

1. . 4

2. 1

1.

7

2. 1

3. 1

4. 1

1. 2

2. 1

3. 1

4.

2

5.

2

6. 1

1.

-

- ( )

2

1

1

2. 2

3. 1

4. 1

5. 1

6.

3


88/91

79

24 ( )

7. 1

8. 1

9. 1

10. 2

11. 1

1.

- -

2

1

1

2.

-

- ( 42)

2

1

1

3. ( ) 1

4. 15. 1

6. 1

7. 18. 1

9. 1


89/91

80

1.

2.

1.

2.

3.


90/91


91/91

(2544). : .

: ,

.

(2532).

. :

, .

(2548).

.

.

(2538).

. : .

Abraham H. Maslow (1970). Motivation and Personality. 2 nd ed. New York : Harper and Row.

Gilmer, V.B. (1966). Industrial and Organization Psychology. New York : McGraw Hill.

Parasuraman (1985).Discrepancy Evaluation for Educational Program Improvement and

Assessment. Berkeley, Calif : Mc Cutchat Publishing.

Scardina D.L. (1994) Education Evaluation and Decision Making Itasca, Illinois : Peacock.

Documents

Evaluation on Service Satisfaction of the People by Bang Kratuek Sub-District Administrative Organization