Factors Affecting the Efficiency of Government Service Delivery in the Digital Era: A Case Study of Chiang Mai Provincial Land Office
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Abstract
This research article aimed to examine the factors affecting the efficiency of public service delivery for citizens receiving services from the Department of Lands, specifically at the Chiang Mai Provincial Land Office, in the context of the digital era. The study employed a quantitative research method. The sample consisted of 400 service users from the Chiang Mai Provincial Land Office and its 12 branch offices. Data were collected using questionnaires and analyzed using multiple regression analysis.
The findings revealed that 1) organizational management comprising planning, roles, technology utilization, and control, significantly affects service efficiency; (2) personnel management, comprising recruitment and preparation, organizational work structure, and personnel development, also significantly affects service efficiency; and (3) service satisfaction, comprising accuracy, speed, equity, and staff training in service skills, has a significant impact on service efficiency.
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