Good Governance Administration Affecting the Quality Government Services of Krathum Baen District Office, Samut Sakhon Province

Abstract

            The objectives of this research were to: (1) examine the levels of good governance administration and public service quality at Krathum Baen District Office, Samut Sakhon Province; (2) investigate the influence of good governance administration on the quality of public service delivery at Krathum Baen District Office, Samut Sakhon Province; and (3) propose guidelines for improving good governance administration and enhancing the quality of public service delivery at Krathum Baen District Office, Samut Sakhon Province. This study employed a mixed methods research design. The sample consisted of 132 participants selected through simple random sampling using the lottery method. Data were collected using a structured questionnaire and an interview guide. Quantitative data were analyzed using mean, standard deviation, Pearson's correlation coefficient, multiple regression analysis, and hypothesis testing. Qualitative data were analyzed using content analysis.

               The research findings revealed that the overall level of governance administration at Krathum Baen District Office, Samut Sakhon Province, was high. All dimensions were also rated at a high level, ranked in descending order as follows: the rule of law, morality, participation, accountability, transparency, and value for money. The overall quality of public service delivery was likewise rated at a high level. Among the service quality dimensions, tangibility received the highest mean score, followed by assurance, empathy, reliability, and responsiveness, respectively. The correlation analysis indicated a strong positive relationship between governance administration and the quality of public service delivery (r = .750, p < .01). Furthermore, the six governance dimensions value for money (X6), transparency (X3), the rule of law (X1), participation (X4), morality (X2), and accountability (X5) jointly explained 56.30 percent of the variance in public service quality (R² = .563, p < .01). The prediction equations were as follows:

            Ŷ = .601 + .280X6 + .261X3 + .551X1 + .240X4 + .690X2 + .560X5

            Ẑ = .267ZX6 + .180ZX3 + .163ZX1 + .162ZX4 + .152ZX2 + .141ZX5

            The hypothesis testing confirmed that all six governance principles the rule of law, morality, transparency, participation, accountability, and value for money had statistically significant positive effects on the quality of public service delivery at the .01 level. The in-depth interview findings further suggested that future governance development at Krathum Baen District Office should emphasize transparent and accountable administration, the application of digital technologies to enhance operational efficiency, and meaningful public participation in administrative processes. These measures are expected to improve the quality of public service delivery, increase public satisfaction, and strengthen public trust in the government administration system in a sustainable manner.