FACTORS INFLUENCING THE EFFECTIVENESS OF THE SOCIAL SECURITY OFFICE'S E-SELF SERVICE SYSTEM FOR SECTION 33 INSURED PERSONS

Abstract

This research aimed to: 1) examine and compare the opinions of Section 33 insured persons with different demographic profiles regarding the service effectiveness of the e-Self Service system; and 2) To examine the factors influencing the service effectiveness of the Social Security Office's e-Self Service system for Section 33 insured persons. Utilizing a quantitative research design, the sample consisted of 171 Section 33 insured persons. Data were collected via questionnaires and analyzed using frequency, percentage, mean, standard deviation, One-way ANOVA, and multiple regression analysis.

The research findings revealed that the majority of respondents were female, aged under 25, held a bachelor’s degree, earned an average monthly income between 15,000–25,000 Baht, and had been insured under Section 33 for 1–5 years. The analysis of opinions on technology accessibility showed that the overall perception was at a high level
( = 3.46, S.D. = 0.82). The highest-rated aspect was the user-friendly and uncomplicated system design, followed by the convenience of access and the reduction of documentation processes, whereas the lowest-rated aspect was confidence in personal data security. Hypothesis testing indicated that differences in gender, education level, income, and duration of insurance coverage statistically significantly influenced opinions on technology accessibility at the .05 level, while age did not show a significant impact. Furthermore, multiple regression analysis indicated that the studied factors were correlated with the system's service effectiveness at a relatively high level, explaining 60.2%. The overall was statistically significant at the .05 level, demonstrating that technology accessibility is a critical factor significantly affecting the service effectiveness of the Social Security Office's e-Self Service system for Section 33 insured persons.