SERVICE ENHANCEMENT OF HEAD OF OFFICE: A CASE OF NAKHONPATHOM EDUCATION CENTER.

Abstract

Head of office is an important job title in, Nakhonpathom education center, Suan Sunandha Rajabhat University. It is a frontline manager to meet with three different groups of customers: students, staff, and faculty members. Service quality enhancement have been widely accepted in all industry including higher education industry in Thailand. In modern higher education organizations, it is imperative to understand the service quality enhancement that contribute to organization success. In fact, it required skills, experience, and many modern soft skills credential of the manager to pull out the success. The purposes of this study were to identify important factors of success in enhancing the service quality for head office manager in Suan Sunandha Rajabhat University and to offer important guidelines to implement the factors of success. In order to obtain the results for this research, a mixed method of both quantitative and a qualitative research techniques were utilized. A total of 200 samples was interviewed by using survey questionnaire and 15 individual who were office managers were selected from a variety of higher education organizations. The findings revealed that there were five important of success that were important and necessary for higher education organizations of Thailand. The five important factors included teamwork, leadership, training, communication, and recognition. The result from both quantitative and qualitative concurred that teamwork and training were two main factors to enhance services. Whereas, the factors of leadership, communication, and recognition were supporting factors.