การศึกษาเปรียบเทียบมาตรฐานการให้บริการของสำนักงานที่ดิน จังหวัดเชียงใหม่ สาขาหางดงและสาขาสันทราย

Abstract

This research was intended to assess service quality and to study the level of rights and juristic act registration and land measurement services of officers in Chiang Mai Land Office, Hangdong and Sansai Branches. It was a quantitative research employing questionnaires as an instrument. Data were collected from 32 officers of Chiang Mai Land Office, Hangdong Branch, 35 officers of Sansai Branch as well as 209 customers, Hangdong Branch and 187 customers of Sansai Branche. Then, Statistical Package for Social Science was used to analyze data. Statistical analysis has been performed based on Descriptive Statistics, including Frequency, Percentage, Mean and Standard Deviation, and Inferential Statistics, namely, Independent-Samples T-Test. Findings were summarized as follows: The customer samples from Sansai Branch considered that the overall service quality of officers from Land Office was in the highest level. Considering in each service quality aspect, the samples received a service confidence aspect, an understanding and customer acquaintance aspect, reliance in service quality standard aspect, a customer response aspect, and concrete service aspect were all in the highest level, respectively. However, the customers samples from Hangdong Branch assessed that the service quality in general was in the high level. To illustrate, reliance in service quality standard aspect, a customer response aspect, a service confidence aspect, an understanding and customer acquaintance aspect, and concrete service aspect were all in the high level. In addition, officers in Chiang Mai Land Office, Hangdong and Sansai Branches operated the service activities according to the compliance of service practice discipline. It was both generally in the highest level in rights and juristic act registration service and land measurement. Moreover, problems and obstacles of customers in Chiang Mai Land Office, Hangdong and Sansai Branches were similar. To clarify, they were not able to facilitate wifi service. Juristic document were substantial resulting to service difficulties. In terms of problems and obstacles in officers’ servicing, it found that both Hangdong and Sansai Branches confronted the problem of inconsistent personnel development activities. Besides, data system was not stable, land measure equipment was inadequate and land measurement officers were insufficient. Finally, regarding approaches for service quality development, the central organization should consider in allocating enough budget for Land Office Branches. Plan in personnel development activities should also be consistently implemented. All levels of Land Office executives should also pay attention in advocating and promoting personnel in the Land Office to gain knowledge, skills, experience, and expertise in their work constantly, for instance.