The Quality of Service that Affects Satisfaction in Receiving Case Work Services of the Buriram Provincial Prosecutor's Office

Abstract

Background and Aims: The Buriram Provincial Prosecutor's Office's litigation services, based on statistics of petitions received according to documents requesting justice and public opinions, found a problem that People who came to request services mentioned problems and obstacles in requesting services in the Buriram Provincial Prosecutor's Office in many aspects. Including facilities in various areas that have not yet been developed to facilitate the speed and convenience of the Buriram Provincial Prosecutor's Office's services. Building confidence in the service of the Buriram Provincial Prosecutor's Office will affect satisfaction and dissatisfaction. This is something that the agency must do to monitor the results of the service that has been delivered to the public and whether it has positive or negative results. This study aimed to examine the service quality that affects the satisfaction of service recipients at the Buriram Provincial Prosecutors' Office.

Methodology: The population used in the research was 265 people who came into contact with the Buriram Provincial Prosecutor's Office for legal services. By specifying a sample group of 160 people. Which selects a proportional stratified sample group. The research instrument was a questionnaire, which was divided into 3 parts: Part 1, Personal characteristics of the respondents include gender, age, education level, occupation, average monthly income, and types of people receiving services. Part 2: Quality of service of the Buriram Provincial Prosecutor's Office. Part 3: Public satisfaction with the Buriram Provincial Prosecutor's Office. The researchers tested the quality of the questionnaire by finding the index of consistency between the questions and the main issues according to the content. The questionnaire was given to 5 experts to check the content validity. After that, the IOC index was found by selecting the items with an IOC value greater than 0.6. For items with a value less than 0.6, the researcher revised and improved them. From the calculation, the IOC value was = 0.96. Therefore, all questions are consistent with the objectives and can be used. And testing the reliability by testing the questionnaire with a sample group that is similar to each other to find the quality of the instrument. By finding the reliability or validity of the questionnaire using Cronbach's alpha method using Cronbach's alpha coefficient which has a value between 0 and 1. If the Cronbach's alpha coefficient is more than 0.7, it is considered that the reliability has passed the criteria and is acceptable (Sekaran & Bougie, 2010). And the revised and improved questionnaire was tested with a sample group of 30 people with similar characteristics (Try Out). From the calculation, the overall reliability value is 0.903, which can be used to collect data. The researcher, therefore, collected data from a questionnaire with a sample of 160 people. And analyze data by recording it in a statistical program to process the stored data and calculate statistical values. Including frequency, percentage, mean, and standard deviation, data were analyzed using Pearson's correlation coefficient and multiple regression analysis statistics.

Results: The results indicated that: (1) overall service quality was rated at the highest level across all dimensions except reliability, which achieved a high level; (2) overall client satisfaction was rated at the highest level across all dimensions; and (3) all five service quality dimensions significantly and positively influenced client satisfaction (R² = 0.636, p < 0.01). The findings suggest that service quality is a strong predictor of client satisfaction in prosecutorial services, with implications for public service management and policy development.

Conclusion: Overall service quality and public satisfaction of the Buriram Provincial Prosecutor's Office. It was found that the public had the highest opinion on the overall service quality level and the highest opinion on the overall satisfaction level.