Model for Quality Improvement of the Security Guard Service at the Security Office, the War Veterans Organization of Thailand (WVO)

Abstract

The objectives of this research were to 1) survey the service environment at the Security Guard in Security Office, WVO; 2) study the guidelines for developing the quality of Security Guard service in Security Office, WVO in order to response the requirements of the employers; and 3) create the model for developing the quality of Security Guard service in Security Office, WVO. The research instrument for quantitative research method was questionnaire with the reliability of .95.  The population was 19,879 and the research sample was 400 selected from Security Guard employees at WVO by using simple random sampling technique. The data were analyzed by using percentage, mean, and standard deviation. The research instrument for qualitative research methods were unstructured in-depth interview and focus group. Totally, there were 10 key informants including the representative from the 3 companies who have employed the security guard employees from WVO, one person from each company, 7 executives from WVO (2 executives from recruiting department, 2 executive from training department and 3 executive from service quality of Security Guard employees in the Security Office). The data from unstructured in-depth interview and focus group were analyzed by using content analysis which had based on the research objectives, created the theme of the content and test the validity of the data by using the triangulation technique.

            The results showed that

1. Overall, the service environment of the security guards was overall at high level. When considering each aspect, it was found that the efficiency of employee performance and the operational standards had lower mean than the overall one, respectively,


2. There were the guidelines for quality improvement of the security guard service at WVO consisted of 4 aspects (a) improving the operational efficiency by increasing the number of security guards in order to meet the demands; (b) maintaining operational standards and service quality; (c) preserving the employers’ reputation especially ones from governmental organizations and state enterprises; (d) increasing employers’ satisfaction by reducing the fine every year, and


3. There were the model for quality improvement of the security guard service at WVO consisted of 3 parts including (a) the selection of the security guards must be correlated with the qualification requirements of WVO; (b) the high level of satisfaction of both employers and employees; and (c) the service quality assurance from the employers every six months.