The impact of public participation on the perception of service quality in local government in Southern Thailand

Local government in Thailand is facing many hindrances in providing service quality to the public. Among the critical factor noted is poor public participation in local government decision-making process. Therefore, this study evaluates the degree of public participation in the decision-making proce...

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Main Author:	Suphattanakul, Onuma
Format:	Thesis
Language:	eng eng
Published:	2014
Subjects:	HD58.7 Organizational Behavior.
Online Access:	https://etd.uum.edu.my/5320/1/s92361.pdf https://etd.uum.edu.my/5320/2/s92361_abstract.pdf
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id	my-uum-etd.5320
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	John Abdullah, Siti Alida
topic	HD58.7 Organizational Behavior.
spellingShingle	HD58.7 Organizational Behavior. Suphattanakul, Onuma The impact of public participation on the perception of service quality in local government in Southern Thailand
description	Local government in Thailand is facing many hindrances in providing service quality to the public. Among the critical factor noted is poor public participation in local government decision-making process. Therefore, this study evaluates the degree of public participation in the decision-making process in local government in Southern Thailand. The impact of public participation on the perception of service quality in local government was also examined. In addition, this study also compares the differences in the perception of service quality between customers and local government officials. Lastly, the differences in customers’ perception of service quality between types of municipality and locations of the municipality is also reviewed. This research employs both quantitative and qualitative methods. The target population consisted of local government officials who were working as administrative officials, and customers who received the services of the local government. More than 600 questionnaires were collected from both customers and officials of over 200 municipalities in Southern Thailand. Twenty officials were interviewed to gather in-depth information. To analyse the data, independent t-test and ANOVA were used to test the differences between the groups while Pearson correlation analysis was used to test the relationship between the independent variables and the dependent variable. Linear regression analysis was used as appropriate statistical tool to test the hypotheses. The results showed that the degree of decision-making participation occurred at a high level in a goal setting process. There was a significant positive impact between public participation and the perception of service quality of the local government officials. In addition, it showed that the gap in the perception of service quality was higher for the customer group compared to that of the local government officials. Moreover, this study revealed that there were significant differences in customers’ perception of service quality between the types of municipality and the locations of the municipality. As such, in order to increase service quality, it is recommended for all types of municipalities to increase efforts to enhance public participation in their decision-making process. This study contributes to the existing body of knowledge by integrating together the public management and the customer–oriented approaches in relation to the perception of service quality, which is based on the marketing approach.
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Suphattanakul, Onuma
author_facet	Suphattanakul, Onuma
author_sort	Suphattanakul, Onuma
title	The impact of public participation on the perception of service quality in local government in Southern Thailand
title_short	The impact of public participation on the perception of service quality in local government in Southern Thailand
title_full	The impact of public participation on the perception of service quality in local government in Southern Thailand
title_fullStr	The impact of public participation on the perception of service quality in local government in Southern Thailand
title_full_unstemmed	The impact of public participation on the perception of service quality in local government in Southern Thailand
title_sort	impact of public participation on the perception of service quality in local government in southern thailand
granting_institution	Universiti Utara Malaysia
granting_department	Ghazali Shafie Graduate School of Government
publishDate	2014
url	https://etd.uum.edu.my/5320/1/s92361.pdf https://etd.uum.edu.my/5320/2/s92361_abstract.pdf
_version_	1804888206697562112
spelling	my-uum-etd.53202024-05-29T00:30:35Z The impact of public participation on the perception of service quality in local government in Southern Thailand 2014 Suphattanakul, Onuma John Abdullah, Siti Alida Ghazali Shafie Graduate School of Government Ghazali Shafie Graduate School of Government HD58.7 Organizational Behavior. Local government in Thailand is facing many hindrances in providing service quality to the public. Among the critical factor noted is poor public participation in local government decision-making process. Therefore, this study evaluates the degree of public participation in the decision-making process in local government in Southern Thailand. The impact of public participation on the perception of service quality in local government was also examined. In addition, this study also compares the differences in the perception of service quality between customers and local government officials. Lastly, the differences in customers’ perception of service quality between types of municipality and locations of the municipality is also reviewed. This research employs both quantitative and qualitative methods. The target population consisted of local government officials who were working as administrative officials, and customers who received the services of the local government. More than 600 questionnaires were collected from both customers and officials of over 200 municipalities in Southern Thailand. Twenty officials were interviewed to gather in-depth information. To analyse the data, independent t-test and ANOVA were used to test the differences between the groups while Pearson correlation analysis was used to test the relationship between the independent variables and the dependent variable. Linear regression analysis was used as appropriate statistical tool to test the hypotheses. The results showed that the degree of decision-making participation occurred at a high level in a goal setting process. There was a significant positive impact between public participation and the perception of service quality of the local government officials. In addition, it showed that the gap in the perception of service quality was higher for the customer group compared to that of the local government officials. Moreover, this study revealed that there were significant differences in customers’ perception of service quality between the types of municipality and the locations of the municipality. As such, in order to increase service quality, it is recommended for all types of municipalities to increase efforts to enhance public participation in their decision-making process. This study contributes to the existing body of knowledge by integrating together the public management and the customer–oriented approaches in relation to the perception of service quality, which is based on the marketing approach. 2014 Thesis https://etd.uum.edu.my/5320/ https://etd.uum.edu.my/5320/1/s92361.pdf text eng public https://etd.uum.edu.my/5320/2/s92361_abstract.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Alford, J. (2002). Defining the client in the public sector: A social-exchange perspective. Public Administration Review, 62(3), 337-346. Anderson, rson, E. )1995(. Measuring service quality in an university health clinic. International Journal of Health Care Quality Assurance, 8(2), 32-37. Baird, K., Harrison, G., & Reeve, R. (2004). Adoption of activity management practices: A note on the extent of adoption and the influence of organizational and cultural factors. Management Accounting Research, 15(4), 383-399. 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The impact of public participation on the perception of service quality in local government in Southern Thailand

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