The Success of Utilizing Innovation of Providing Drive thru For Tax Service of Department of Land Transport

Abstract

The objectives of this research are: 1) to study public organization innovation process; 2) to study success an integrated of innovation utilizing in organizations; and 3) to study milestone of utilizing drive thru for tax  innovation in organizations by applying theories related to innovation, organizational culture and knowledge management.

Research methodology was consisted of quantitative study and
qualitative study. For in-depth interview was also performed with 24 executives of Land Transport Offices, related persons to drive thru for tax innovation and users. For quantitative study, the subjects were 399 users of drive thru for tax service of Bangkok Land Transport Office Area 5, Nakhon Ratchasima Provincial Land Transport Office and Surat Thani
Provincial Land Transport Office. Questionnaires were distributed to these subjects to study milestone of innovation utilization by determining satisfaction as key performance indicator.

The results of quantitative research, it was found that success an integrated of innovation utilization in public organizations were organizational structure, leader’s support, knowledge management and  organizational culture. For the results showed that, in overall, the milestone of utilizing this innovation was in high level because users had the highest satisfaction with this innovation, especially, behavior and service providing dimensions. In addition, the results also showed that
different organizations had different opinions of users with statistical significance of 0.05, namely, users of Nakhon Ratchasima Provincial Land Transport Office had the highest level of satisfaction on service providing while users of Bangkok Land Transport Office Area 5 had the second level
of satisfaction followed by users of Surat Thani Provincial Land Transport Office with the lowest level of satisfaction, respectively.