UNCOVERING THE DISCREPANCY BETWEEN EXTERNAL AND INTERNAL STAKEHOLDER PERCEPTIONS IN PUBLIC SERVICE DELIVERY—A CASE STUDY OF THAILAND’S OFFICE OF FARMER'S RECONSTRUCTION AND DEVELOPMENT FUND
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Abstract
This study examines the critical role of stakeholder satisfaction in public service delivery, focusing on Thailand's Office of Farmer's Reconstruction and Development Fund (OFRDF). Using a primary data collection method, a survey of stakeholders was conducted in fiscal year 2024 to measure satisfaction levels across various groups: farmers, government agencies, OFRDF staff, and business partners. These primary data were then compared with secondary data from previous fiscal years (2019-2023) to identify trends and patterns in satisfaction. The analysis reveals consistently high satisfaction among external stakeholders throughout the study period, suggesting generally effective service delivery. However, a significant and persistent discrepancy is found: OFRDF staff consistently report low morale and dissatisfaction, particularly regarding job security and career advancement, despite annual performance evaluations. This highlights a critical weakness in the organization's Plan-Do-Check-Act (PDCA) cycle: the "Check" phase (surveys) lacks a robust "Action" phase to address identified internal concerns effectively. The key findings underscore the importance of internal stakeholder satisfaction for long-term organizational sustainability, in contrast to high external satisfaction.
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
บทความที่ได้รับการตีพิมพ์เป็นลิขสิทธิ์ของคณะวิทยาการจัดการ มหาวิทยาลัยราชภัฏอุดรธานี
ข้อความที่ปรากฏในบทความแต่ละเรื่องในวารสารวิชาการเล่มนี้ ไม่ใช่ความคิดเห็นและความรับผิดชอบของผู้จัดทำ บรรณาธิการ กองบรรณาธิการ และคณะวิทยาการจัดการ มหาวิทยาลัยราชภัฏอุดรธานี ความรับผิดชอบด้านเนื้อหาและการตรวจร่างบทความแต่ละเรื่องเป็นความคิดเห็นของผู้เขียนบทความแต่ละท่าน
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