Opinions and Satisfaction with Consumer Protection Operations of Thailand Consumers Council in the Eastern Region

Abstract

          This research aims to explore and gather opinions, satisfaction levels, and suggestions regarding the implementation of consumer protection efforts. The study involved 315 general consumers and 21 members of the Consumer Organization Council in the Eastern region of Thailand. A mixed-method approach was employed, combining quantitative survey research with both sample groups and qualitative focus group discussions with sample group 2. The questionnaire covered demographic characteristics, behaviors and experiences related to consumer protection, as well as satisfaction levels, and needs or expectations concerning consumer protection activities.

           The quantitative research results revealed that more than 90 percent of the general public were unaware of or had never used the Council’s services, resulting in participation remaining at the level of awareness rather than deep engagement. Satisfaction with the media was found to be high (mean = 4.03), and expectations for the role of consumer protection were very high (mean = 4.43), however, the mechanisms linking these expectations to implementation were still lacking. The survey of member organizations revealed a high level of participation with the Council in all areas, including policy recommendations, rights protection, and network support. They demonstrated awareness and served as a key mechanism in driving the work, however, problems were identified in terms of satisfaction at a moderate level among regional and provincial agencies (mean = 3.41), indicating limitations in local-level operations. Meanwhile, the qualitative research results revealed that members proposed the Council should communicate to create awareness and presence among its members, provide training and knowledge related to their work, analyze and summarize data from members across different regions, and organize meetings to return information to member organizations in the respective areas. It was also suggested that the Council reduce the procedural steps in each case and improve work systems to increase efficiency, as well as provide sufficient budgetary support to member organizations with plans that align with local operations.