abstract :
The study of the project to improve the standard of immigration service in the provinces in the special economic development zone aims to
1. Identify the difficulties and impediments of the immigration service of the Special Economic Development Zone provinces.
2. Study on determinants affecting immigration services of the Special Economic Development Zone provinces.
3. Locate solutions to enhance the standard of immigration service in the Special Economic Development Zone provinces.
The research team has conducted a survey from a sample group using questionnaires as a research tool to congregate data from both Thai and foreign citizens who the services have been rendered to at the immigration center of the Special Economic Development Zone province, in 10 provinces including Tak, Mukdahan, Sra Kaeo, Songkhla, Trat, Nong Khai, Narathiwat, Chiang Rai, Nakhon Phanom, and Kanchanaburi, with a total of 695 samples to suffice the research purpose. From this study, the conclusions are as follows.
1. The results of the study of the users' evaluation levels on the administrators of service providers at the Immigration Center in the Special Economic Development Zone provinces that influence to the service.
1.1 Location and surroundings with the average score is 4.19, representing 83.90 percent. The participants agreed the most with regard to the immigration center in a good atmosphere, clean, and suitable size subject matter, with an average score of 4.27, representing 85.40 percent. The least agreed by customer on providing of adequately facilities subject matters such as parking, toilets, waiting chairs etc., with an average score of 4.11, representing 82.20%.
1.2 Service personnel with the average score is 4.42, representing 88.40%. The customer agreed the most in the subject matter of the staffs hold good personality, dress appropriately while performing their duties with an average score of 4.49, representing 89.80%. The least agreed subject matter is the staff are enthusiastic and attentive to the service, with an average score of 4.35, representing 87.00%.
1.3 Service process with the average score of 4.29, representing 85.90%
The customers most agreed 2 subject matters, namely each service section has clear instructions and procedures, easy to understand, convenient for clients and systematically, and providing services on a first-come, first-served basis, with an average score of 4.32, representing 86.40%. As for the least agreed subject matter is the integration with other related service systems, with an average score of 4.25, representing 85.00%.
2. The results of the study of the opinions of users on the expectations of the performance of immigration services in the Special Economic Development Zone provinces have an average score of 4.28, representing 85.60%. The customers agreed most on the subject matters of receiving good services from staff, with an average score of 4.34, representing 86.80%, followed by an average score of 2 points, which consisted of duties covering modern technology system in all areas and hold adequate facilities, with an average score of 4.25, representing 85.00%.
3. The result of the study of the satisfaction level of the Service receiver of the immigration service in the Special Economic Development Zone provinces has an average score of 4.36, representing 87.20%
4. The result of the study of the satisfaction level in immigration services rendering in the Special Economic Development Zone provinces according to the province, it was found that the provincial immigration ranked the highest overall satisfaction rating from highest to lowest (The average score is 4.36 or 87.20%) are as follows.
1. Nong Khai Immigration Center, an average score of 4.74 or 94.80%.
2. Narathiwat Immigration Center, an average score of 4.72 or 94.40%.
3. Tak Immigration Center, an average score of 4.64 or 92.80%.
4. Nakhon Phanom Immigration Center, an average score of 4.52 or 90.40%.
5. Kanchanaburi Immigration Center, an average score of 4.46 or 89.20%
6. Mukdahan Immigration Center, an average score of 4.35 or 87.00%.
7. Trat Immigration Center, an average score of 4.28 or 85.60%.
8. Chiang Rai Immigration Center, an average score of 4.19 or 83.80%.
9. Songkhla Immigration Center, an average score of 4.10 or 82.00%.
10. Sra Kaeo Immigration Center, an average score of 3.65 or 73.00%.
Where 5 provinces immigration centers hold the scores higher than the overall satisfaction scores including Nongkhai, Narathiwat, Tak, Nakhon Phanom, and Kanchanaburi. As for the 5 provincial immigration with a score lower than the satisfaction score in general, including Mukdahan, Trat, Chiang Rai, Songkhla, and Sa Kaeo.
5. The results of the study comparing the differences of satisfaction in overall services and the expectation of the services rendering regarding the satisfaction of the services of immigration in the Economic Development Zone provinces found the satisfaction with service and expectations of using the service recipients were significantly different ( = 4.36 or 87.20%), higher than the expectation of the service rendering ( = 4.28 or 85.60%). This can be concluded that the overall service recipients are more satisfied than the level of expectations or can be considered that the service level is higher than the standard level of provincial immigration checkpoint in the Special Economic Development Zone provinces.
6. The results of the study compare the differences between general basic factors including gender, age, nationality, occupation, education level, marital status, number of times service rendering at the immigration service in the Special Economic Development Zone provinces and the matter of contacting the provincial immigration service in the Special Economic Development Zone with the service standards of the provincial immigration in the Special Economic Development Zone found that the service recipients of different nationalities, educational levels, and marital status holds significant differences in opinions regarding the service standards of the provincial immigration districts in the Special Economic Development Zones. That is, service recipients with citizenship in ASEAN countries and others ( = 4.44 or 88.80 percent) had higher satisfaction on the service standards of provincial immigration in the Special Economic Development Zone than those who have Thai nationality ( = 4.21 or 84.20%). At the same time, service recipients with a lower education level than high school / vocational certificate, upper Secondary / Vocational Certificate and others ( = 4.40 or 88.00%) had the satisfaction on the service standard of the provincial immigration in the Special Economic Development Zone higher than the recipients with diploma / high vocational certificate Bachelor's and Master's degrees ( = 4.27 or 85.40%) and clients with marital status divorced/separated and spouses ( = 4.41 or 88.20%) had the opinion about the service standard of the provincial immigration in the Special Economic Development Zone higher than the service recipients with single status ( = 4.30 or equivalent 86.00 percent). As for other general fundamentals of service recipients, such as gender, age, occupation, the number of visits and service rendering at the provincial immigration service in the Special Economic Development Zone, and matters for contacting the immigration service in the Special Economic Development Zone province had no differences in opinions regarding immigration service standards in the Special Economic Development Zone provinces.
7. The results of the study compare the differences between the satisfactions of location/surroundings factors. Regarding personnel, service providers, and process/service procedures and service standards of the provincial immigration service in the Special Economic Development Zone, it was found that service recipients had satisfaction about location/surroundings factors, service personnel. For the personnel, service, and process/service procedures with different opinions, satisfaction level on service standards of the Special Economic Development Zone provinces varies significantly in all 3 subject matters. That is to say, in terms of location/surroundings, service recipients with more satisfactions ( = 4.74 or 94.80%) have higher satisfaction level on the service standards of the provincial immigration in the Special Economic Development Zone than the service recipients with fewer satisfactions ( = 3.94 or 78.80 percent). At the same time, for service personnel subject matter, service recipients with more satisfactions ( = 4.74 or 94.80 percent) had satisfied on the service standards of the provincial immigration in the area of Special Economic Development Zones than the service recipients with fewer satisfactions ( = 3.89 or 77.80 percent) and in terms of service process/procedures, service recipients with more satisfactions ( = 4.74 Or 94.80 percent) had the more suggestions on the standard of service of immigration province in Special Economic Development Zone than the service recipients with the fewer suggestion ( = 3.94, representing 78.80%).
From the study of the standardization of immigration service in the Special Economic Development Zone provinces, it is found that the service recipients had the overall satisfaction score higher than the expectations. In other words, service recipients are satisfied with the service standards of provincial immigration in the Special Economic Development Zone. However, there are still factors affect satisfaction or service standards, including location/surroundings subject matters, personnel, service providers, and process/process of services. Also, the characteristics of the difference in clients, such as nationality, education level, and marital status affecting the satisfaction or service standards. Therefore, in order to promote the service standard of the provincial immigration in the Special Economic Development Zone, the approaches should be addressed to advance and promote the service standard for higher satisfaction levels as follows.
1. Guidelines for the standardization of immigration services in the Special Economic Development Zone provinces should focus on improving and developing on
1.1 Location/surroundings by providing sufficient facilities for the number of users such as parking lots, toilets, waiting chairs, etc.
1.2 Service personnel by rendering the training session for service minds to increase the work enthusiasm to be more attentive in duties.
1.3 Service process/steps by developing a service system to integrate with the systems of other relevant agencies in order to be able to receive services quickly and conveniently, such as developing a system to request for immigration period prolonging, the visa type application for residency and etc. in the form of one-stop service.
2. Service recipients with different nationalities. In order to standardize the service level to the clients, the emphasis should be given to the service personnel equally, regardless of the status of the clients, immigration. Immigration Unite, as the main unit, should provide and arrange training sessions for clarification to the service personnel with awareness and equally service rendering.
