ความสัมพันธ์ระหว่างปัจจัยเชิงสถาบันกับความสำเร็จในการแก้ไขเรื่องร้องเรียนของศูนย์ดำรงธรรม อำเภอหางดง จังหวัดเชียงใหม่

Abstract

The objectives of this study are 1) to study the process of resolving complaints; and 2) to analyze the relationship between institutional factors and the success of complaint resolution of Damrongdham Center, Hangdong District, Chiang Mai Province. This study uses a quantitative research method. The researcher collects 279 complaints having completed details and conducts the non-linear multiple regression analysis with the binary model to test the by potheses. The findings of the operation process show that, after receiving the complaints, they will be reported to the Chief District, and then those will be assigned to the Minor Chief District officer. With regards to the further process, if the complaints can be handled by the center, they will be directly assigned to the Damrongdham Center officers. On the other hand, if the complaints could not be dealt with by the center, they will be reported to other relevant departments. The officers will follow up the process and inform the complainants periodically. The findings of the institutional factors show that, first, when some anonymous complainants or groups submit complaints, the issues are more successfully to be resolved rather than those filed by the identified persons. Second, the complaints against government agencies or officials and complaints about land issues are significantly more difficult to be resolved than others. Finally, this study also finds that the complaints filed between the fiscal year of 2017 and 2019 are significantly difficult to be resolved by the center compared to the fiscal year of 2015. According to the results, this study suggests that the Dhamrongham Center of Hang Dong District would enhance the process of resolution for the complicated complaints, including the complaints against government agencies or officials and complaints about land issues. There would streamline rules and regulations associated with the process to enhance efficiency and effectiveness. In the case of government agency issues, the center would construct the process of witness protection. In short, it is unnecessary to publicly identify the personal identity of appellants.