The Principles of SERVQUAL to Influences with Providing Public Services Quality of the Metropolitan Police 4
Article Sidebar
Main Article Content
Abstract
The purposes of this research were to study 1) Generality of tangible, reliability, assurance, responsiveness, empathy and public services quality and 2) The influence of generality of tangible, reliability, assurance, responsiveness, empathy to influences with public services quality. This study was conducted by applying 2 research methodologies. Quantitative approach, questionnaire was used to collect data from 240 of. The data was analyzed using path analysis. Qualitative approach, in-depth interview, focus group, field notes was conducted with 12 people. The results indicated to answer research objective that 1) Most of people feel good about the quality of service provided by the Metropolitan Police 4(30.8%), considering the details that the responsiveness was the most satisfied with the quality of the Metropolitan Police Service 4 (3.71 from full score 5.00) Followed by empathy (3.56), reliability (3.47), tangible (3.31) and the last order assurance (3.09) and 2) empathy had the most direct influences with providing public services quality (.887), Tangible had the most indirect influences with providing public services quality (1.592) and Reliability had the most total influences with providing public services quality (2.227).
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
Andrade, C. (2020). The Inconvenient Truth about Convenience and Purposive Samples. https://journals.sagepub.com/doi/full/10.1177/0253717620977000.
Chainanthanaphon, T. (2023). Study of the relationship between service quality and customer satisfaction: Case study: Thanachart Bank Public Company Limited, Prachinburi Branch. http://www.advanced-mba.ru.ac.th/advanced-mba-ri1/n
Chaisiri, N. (2020). Factors affecting the satisfaction of people receiving services from investigation officers at Bangchan Metropolitan Police Station. Journal of the Dual Degree Program in Public Administration and Business Administration. http://www.mpamba.ru.ac.th/images/Project/treatsebangkk10610202.pdf
Chatterjee, S., Ghatak, A., Nikte, R., & Gupta, S. (2022). Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: A text mining approach. Journal of Enterprise Information Management. DOI:10.1108/JEIM-06-2021-0252
Creswell, J.W. (2014). Research design: qualitative, quantitative and mixed methods approaches. Thousand Oaks: Sage Publications.
Ebenezer, A.E. (2023). Assessment of different methods of sampling techniques: The strengths and weakness. International Journal of Topical Issues. 9(1), 64-84. https://www.globalacademicstar.com/download/article/assessment-of-different-methods-of-sampling-techniques-the-strengths-and-weakness.pdf
Metropolitan Police Division 4. (2025). Agency information. https://div4.metro.police.go.th/
National Statistical Office, Bureau of Statistics Policy and Academic Affairs. (2024). Sampling and estimation techniques. http://service.nso.go.th/nso/nsopublish/Toneminute/files/55/A3-16.pdf
Palakul, L & Klanthapura, O. (2022). Performance of Police Officers in the Police Strategy Office. Western University Research Journal, Humanities and Social Sciences, 8(3), 162-176. https://so04.tci-thaijo.org/index.php/WTURJ/article/view/261878/177399
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale measuring consume perceptions of service quality. Journal of Retailing, 64(1), 12-23. https://www.proquest.com/openview/7d007e04d78261295e5524f15bef6837/1?pq-origsite=gscholar&cbl=41988
Prasit-Ratsin, S. (2015). Creating a measurement system for research that is accurate and meets international standards. Bangkok.
Royal Thai Police. (2025). Public service manual. Bangkok: Police Printing House. http://thaicrimes.org/
Royal Thai Police. (2023). Guidelines for the fiscal year 2024: Police General Torsak Sukwimol. Bangkok: Police Printing House.
Social Development Office, Bangkok. (2023). Number of different types of communities in Bangkok 2020: Number by district (arranged by number of communities). https://webportal.bangkok.go.th/pipd
Srisurang, B & Trimek, J. (2021). Problems and obstacles in the work of patrol police officers at Rat Burana Metropolitan Police Station. Journal of Criminology and Social Sciences, 3(2), 56-70. https://www.social-rpca.org/books/05/RPCA-JCSC_V3N2_All.pdf
Sriwilia, P. (2020). Public opinion on the performance image of police officers at Phitsanulok Provincial Police Station. https://e-research.siam.edu/wp-content/uploads/2020/08/MPA-2019-IS-Peoples-Opinion-on-the-Image-of-the-Police-Performancecompressed.pdf
Thammarangsri, P. (2015). Quality of public service of Suvarnabhumi Airport Police Station. https://secretary.Mots.go.th/minister.php?nid=1610
Thanetphaksapong, S. (2019). Management efficiency of the Metropolitan Police Bureau [Master’s thesis, Doctor of Philosophy]. Bangkok. https://e-research.siam.edu/wp-content/uploads/2019/11/Ph.D.Mgt-2019-Thesis-Management-Efficiency-of-the-Metropolitan-Police-The-Royal-Thai-Police-compressed.pdf
Weber, D.M., Williamson, H.C., Bryant, C.M., Mussa, K.S., & Lavner, J.A. (2024). Patterns and predictors of change in relationship status among Black mothers over 16 weeks postpartum. Journal of Family Psychology, 38(5), 751–762. https://doi.org/10.1037/fam0001238
Yum, K. & Yoo, B. (2023). The Impact of Service Quality on Customer Loyalty through Customer Satisfaction in Mobile Social Media. Sustainability, 15(14), 1-14. https://ideas.repec.org/a/gam/jsusta/v15y2023i14p11214-d1196959.html
