The indicator development for service quality of driving license department, Songkhla Provincial Land Transport Office

Abstract

The Driving License Department, Songkhla Provincial Land Transport Office strives to enhance service quality in order to serve the public and meet the needs of those who receive services. This research aims to develop the indicator for service quality of the Driving License Department, Songkhla Provincial Land Transport Office and to analyze the problem and suggestion of service recipients. The Population is the service recipients from the Driving License Department, Songkhla Provincial Land Transport Office and calculated sample size by Yamane formula amount 400. The population consists of service recipients from the Songkhla Provincial Land Transport Office, Driving License Department and the Yamane formula calculates a sample size of 400. The data collection instrument is a 10-level estimation questionnaire. While, data analysis statistics include frequency, percentage, mean, standard deviation, and factor analysis. The findings of this study revealed that the sufficiency of seats for service recipients is the issue that people most agree with in using as an indicator of the Driving License Department's service quality, followed by the accuracy in issuing receipts, the cleanliness of the building, and the presence of a sign showing details of the location at each point and the operating procedures for receiving services, respectively. Off-site service, on the other hand, is the least popular. Moreover, the service quality indicators component of the Driving License Department in Songkhla Provincial Land Transport Office has three components: component 1 staff performance and management, component 2 service quality, and component 3 social connection. Furthermore, the driving license is too long, and work procedures should be modified to be shorter, more efficient, and completed in one day, including the addition of more staff to serve people at various service points.