Factors Affecting Satisfaction in Using Information Technology in Public Services in Maha Sarakham Municipality, Talat Subdistrict, Mueang District, Maha Sarakham Province

Abstract

Background and Aims: Information technology plays a significant role in public services, enhancing the efficiency of government agencies, organizations, and the private sector. Technology has changed people’s way of life, making operations faster, more accurate, and more transparent. The continuous advancement of information technology has led to the development of modern and efficient management systems. Countries around the world have integrated information technology with both public and private sectors to create information infrastructures that support comprehensive services. A well-structured information system enables organizations to efficiently manage their operations, reduce errors, and improve operational flexibility. Government agencies that use information technology for management and public services can improve service quality, reduce costs, and create transparent and accountable systems. Systematic data collection and analysis enable more accurate decision-making and create opportunities for developing and finding creative policy solutions. This research aims to examine the factors influencing public satisfaction with the use of information technology in Maha Sarakham Municipality, focusing on key factors such as IT infrastructure, organization, knowledge, skills, and individual capabilities, budget allocation, and data security. The findings will help in planning, decision-making, and developing appropriate solutions, including methods for data analysis, which will ultimately improve service quality and management efficiency.

Methodology: The sample group is 396 people in Maha Sarakham Municipality, using Taro Yamane's formula. The research instruments are questionnaires. The statistics used for data analysis are percentage, mean, frequency, standard deviation, and multiple linear regression analysis.

Results: The research results were as follows: (1) the level of information technology usage in public services in Maha Sarakham Municipality, Talat Subdistrict, Mueang District, Maha Sarakham Province was rated at the highest level. (2) Factors affecting satisfaction with information technology usage in public services in Maha Sarakham Municipality, Talat Subdistrict, Mueang District, Maha Sarakham Province included personal knowledge, skills, organizational factors, budget factors, and organizational technology infrastructure factors. The correlation coefficient was 0.966, and descriptive variation was 93.40 percent, significantly at the .05 level. (3) Guidelines for developing the quality of information technology use in Maha Sarakham City Municipality, Talat Subdistrict, Mueang District, Maha Sarakham Province should cover personnel training and development, setting service standards, monitoring and evaluation, listening to opinions from both officials and citizens who use the service, and creating a service culture. If implemented effectively, it will increase the satisfaction of service recipients, make Maha Sarakham City Municipality stronger, and increase its service potential in the long term.

Conclusion: The research results found that the level of information technology usage in providing services to the public in Maha Sarakham Municipality is at a high level. The main factors are continuous, equal, and punctual service. However, there are still limitations in terms of infrastructure, equipment, and personnel readiness that need to be further developed in order to provide efficient services. Factors affecting public satisfaction include personnel knowledge, organizational factors, budget, and technology infrastructure. The municipality should develop personnel skills, improve its IT infrastructure, and increase the budget to develop more efficient technologies. Guidelines for developing the quality of information technology usage include expanding technology infrastructure, training personnel, strengthening data security measures, increasing transparency in budget management, and improving service processes, such as using an online queue booking system to reduce waiting time and increase service efficiency. Implementing these guidelines will enable the municipality to develop an information technology system that is convenient, fast, transparent, and covers all groups of people effectively, while also sustainably supporting future digital changes.