Factors affecting the effectiveness of civil registration services of, Nakhon Phanom Town Municipality Local Registration Office, Mueang Nakhon Phanom District, Nakhon Phanom Province

Abstract

The purposes of this study were: 1) to examine the level of factors and the levels of effectiveness of civil registration services at the Local Registration Office of Nakhon Phanom Town Municipality, Mueang Nakhon Phanom District, Nakhon Phanom Province; 2) factors affecting the effectiveness of civil registration services provided by the Local Registration Office of Nakhon Phanom Town Municipality, Mueang Nakhon Phanom District, Nakhon Phanom Province; and 3) guidelines for improving the effectiveness civil registration services at the Local Registration Office of Nakhon Phanom Town Municipality, Mueang Nakhon Phanom District, Nakhon Phanom Province. The quantitative sample consisted of 380 citizens receiving civil registration services at the Local Registration Office of Nakhon Phanom Town Municipality, Mueang Nakhon Phanom District, employed convenience sampling. The research instrument was a questionnaire with a content validity of 1.00, and a reliability coefficient of .983. Statistical methods employed for data analysis included percentage, mean, standard deviation, correlation coefficient and multiple regression analysis. For the qualitative phase, content analysis was employed with key informants selected through purposive sampling for in-depth interviews comprising10 service users and 5 staff members. The results revealed that: 1) overall, the factors affecting the effectiveness of civil registration services at the local registration office were at a  high level, and the overall effectiveness of civil registration services was also at a high level; 2) staff behavioral and communication factors, as along with resource and management system factors, significantly affected  the effectiveness of civil registration services at the Local Registration Office of Nakhon Phanom Town Municipality, Mueang Nakhon Phanom District, Nakhon Phanom Province, at the .05 level of significance. 3) Regarding guidelines for improving the effectiveness of civil registration services at the Local Registration Office of Nakhon Phanom Town Municipal, digital technology should be implemented via mobile  applications or LINE Official Account (LINE OA) to enable instant appointment booking, document verification, and preliminary request submission. Furthermore, staff should be trained to cultivate a service mindset and professional expertise, while service facilities should be upgraded to be ensure comfort and safety, accompanied by clear information signage, ultimately enhancing citizen satisfaction, effectiveness and efficiency.