Customer Complaint Management and Government Administration Through Damrongdhama Tracking Application of Damrongdhama Khon Kaen Center

Abstract

            The purpose of this research was to examine customer complaint concerning management and government administration through Damrongdham Tracking application. This qualitative research used the secondary data from the customer complain database collected from Damrongdham Tracking application with 449 cases and analyzed with content analysis.

            The results demonstrate that the total number of customers who made complaint about management and government administration through Damrongdham Tracking application were 449 cases. According to the number of 449 cases, they could be divided into 6 categories, and the majority of customer complaints appeared to be the petition for fairness and assistance 271 cases (60.36%), followed by 65 cases (14.47%) from public utility, the accusation against state official and staff 53 cases (11.80%), the concern of government administration with 39 cases (8.69%) and the last two cases are about service and others with 17 cases (3.79%) and 4 cases (0.89%) respectively. The causes of customer complaint were analyzed by considering to topic and details including objectives of complaint and their requirements as follows: 1) receiving no response from customer requests; 2) the delay of working process; 3) getting unsatisfactory service; 4) experiencing with flagrant offence by state official; 5) the requirement of assistance from government agencies; and 6) suffering from injustice. It was also found that, the petitioners made complaints to government agencies in order to indicate their needs of service improvement and better management.