PUBLIC SERVICE QUALITY OF SAMUT PRAKAN PROVINCIAL ADMINISTRATIVE ORGANIZATION

Abstract

The research aimed to: (1) examine the quality of public services provided by the Samut Prakan Provincial Administrative Organization (PAO); (2) analyze the challenges and obstacles in service provision; and (3) propose strategies for improving service quality. This qualitative research employed purposive sampling with 22 key informants, including five senior executives, five operational staff members, two political science scholars, five community leaders, and five local residents. Data were collected through in-depth interviews and analyzed using descriptive summarization.

The findings revealed that: (1) The PAO has consistently improved public services. In infrastructure, road and drainage systems have been upgraded to meet community needs. In quality of life, healthcare and educational services have expanded, although disparities in access remain. Community organization emphasized safety through the installation of CCTV systems and safety training programs. Investment and tourism development policies focused on attracting investors and improving infrastructure to promote local economic growth. Environmental services prioritized sustainable waste management, while cultural initiatives promoted the preservation of local heritage and indigenous knowledge through community-based projects. (2) Major obstacles included insufficient budgets, shortages of personnel, and ineffective public communication, which undermined service credibility and limited public access to information, thereby reducing citizens’ confidence in the PAO’s capacity to address community needs. (3) Recommended strategies for service improvement include long-term planning and efficient budget allocation, developing collaborative networks with other agencies, creating online reporting systems to enhance community security, introducing tax incentives to attract investment, promoting cultural tourism, fostering environmental awareness, and utilizing digital technology to disseminate and revitalize local cultural heritage.