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Abstract
Routine attacks and killings targeted at soldiers, police officers, and local citizens have been going on in the three southernmost provinces of Thailand (Yala, Pattani, and Narathiwat) for over a decade. Although the root cause of the insurgency is still unknown, religion and secession were pointed out by many political analysts. The objective of this study is to find out empirically how different Muslims and Buddhists perceived service quality they received from the police. Data were collected from 540 people who came to police stations for services. Service quality was measured in five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The results of this study reveal that, in the three southernmost provinces of Thailand, Muslims perceived higher service quality from the police than Buddhists.
Notes
1 One stop service in police station in Thailand includes many services a citizen could receive from visiting only one point at a police station. For example, a person can go to one point to pay for a traffic ticket, get his/her driver license back, and pick up a vehicle key temporarily seized during the police check point.
2 The parking space in police stations in Thailand is mostly limited and often inadequate during the day especially in urban areas.
3 The restrooms in public places, including police stations, are known for the lack of cleanliness. From a 2015 survey in Bangkok (Prachachart, Citation2016), only 46% of public restrooms passed sanitary standards, so this item is considered responsiveness.
4 There have been accusations for police in Thailand to ask for money in order to accelerate the work process to reduce the time of citizens’ waiting.