Perception and Satisfaction of the citizens towards Civil service development B.E. 2564-2565 program in Nong Chok District, Bangkok
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Abstract
This study aimed to examine: 1) the level of public perception, 2) the level of public satisfaction, and 3) the influence of personal factors on public perception and satisfaction towards the development of the civil service system. A quantitative research approach was employed using an online questionnaire. The sample consisted of 417 residents of Nong Chok District, Bangkok, selected through a simple random sampling method. The questionnaire assessed public perception based on Strategies 1–5 of the 2021–2022 Civil Service Development Plan, and satisfaction with government service quality across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy—based on the SERVQUAL model. The findings revealed that public perception regarding the five strategic areas was rated at a "high agreement" level. Similarly, satisfaction across all five dimensions was reported at a "high satisfaction" level. The study also found that personal factors influenced differences in both perception and satisfaction. However, gender, age, marital status, and income showed no significant impact on public perception. Additionally, there were no significant differences in public satisfaction with the civil service system development based on these demographic variables. The results highlight that while overall perception and satisfaction were high, certain personal factors may play a role in shaping how the public engages with civil service reforms. These insights can guide future policy planning and service improvement strategies.
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