Management Factors and Service Quality Affecting Efficiency at the Chiang Rai Provincial Land Transport Office

Abstract

               The objectives of this study are to: 1) examine the levels of management factors, service quality, and service efficiency; 2) investigate the management factors affecting service efficiency; and 3) explore the service quality factors impacting service efficiency. This research employs a quantitative approach. The population consists of users of the Chiang Rai Provincial Transport Office, with a sample size of 400 individuals. Statistical analyses used include frequency, percentage, mean, standard deviation, and multiple regression analysis (MRA).

               The research findings indicate that the majority of respondents are male, aged between 31 and 40 years, with a bachelor's degree as their highest level of education. They are primarily employed in private organizations and have an average monthly income of 15,001 to 25,000 baht. In terms of management factors, the overall level is very high. When considered by individual aspects, the highest mean score is for administration. Regarding service quality, the overall level is high, with reliability having the highest mean score among individual aspects. Service efficiency is also rated as high overall, with the internal environment receiving the highest mean score among specific aspects. Management factors affecting service efficiency at a significance level of .05 show that organizational structure has the most substantial impact, followed by control. These independent variables collectively explain 64.60% of the variance in service efficiency. For service quality affecting service efficiency at a significance level of .05, empathy has the most significant impact, followed by responsiveness. These independent variables collectively account for 65.80% of the variance in service efficiency.