DEVELOPMENT OF SERVICE QUALITY OF PERSONNEL, SURIN PROVINCIAL OFFICE OF BUDDHISM

Abstract

The objectives of this research were to: 1) Examine the level of service recipients’ opinions regarding the service quality of personnel at the Surin Provincial Office of Buddhism, 2) Compare the opinions of service recipients on the service quality of the personnel, classified by personal demographic factors, and 3) Explore approaches for improving the service quality of personnel at the Surin Provincial Office of Buddhism through the application of the Sangahavatthu Dhamma (the Four Principles of Service). The research methodology employed a mixed-methods approach, consisting of quantitative research using simple random sampling and questionnaires distributed to 381 respondents, and qualitative research involving      in-depth interviews with 10 key informants (monks or laypersons).

The findings reveal that:
1.The overall service quality perception of the recipients towards the staff at the Surin Provincial Office of Buddhism is high ( = 3.88, S.D. = 0.72).
2.The comparison of perceptions based on personal factors indicated that the age of the service recipients did not significantly affect their views on service quality. However, factors such as the number of Buddhist years, the position of the monk, and the level of general education showed no significant difference in perceptions either, leading to the acceptance of the research hypothesis.
3.The development of service quality among personnel at the Surin Provincial Office of Buddhism based on the Sangahavatthu Dhamma revealed the following findings, 1) Equitable service: Personnel should focus on providing services to all individuals equally and without discrimination, 2) Timely service: Officers should adhere to policies that ensure prompt and accurate service delivery, 3) Sufficient service: There should be an adequate number of competent and knowledgeable personnel to meet the needs of service recipients, 4) Continuous service: Services must be delivered consistently without interruption, and 5) Progressive service: Technology should be utilized to enhance the efficiency and effectiveness of service delivery.