THE SATISFACTION OF SERVICE QUALITY OF CAMPUS ORGANIZATIONS

Abstract

The organizations in campus now have to provide services to many students, faculty members, staff and stakeholders. The service needs to be provided with a high standard of service quality. Service quality is one of the most valuable factors for the growth and profit of modern universities. Therefore, the best way to measure the level of satisfaction in the service quality, it is to use an acceptable SERVQUAL model which have five dimensions: reliability assurance, tangible, empathy, and responsiveness. The objectives of this research study were to survey the level of satisfaction of students who use services at Suan Sunandha Rajabhat University based on five important dimensions as well as to offer some suggestions for service improvement in campus. This research used a mix research method of both quantitative and qualitative research technique in order to obtain the results for the research questions and research objectives. A total of 100 students who came for services at the second quarter of the year 2018 was interviewed with questionnaire and data collection was conducted. About ten students who often came for the service was chosen to participate an in-depth interview to provide more information of how to improve service to meet with their expectation. Statistical analysis was performed by utilizing SPSS and Excel program. Percentage, mean, and standard deviation were used for statistical data analysis and findings. The findings of this study of the level of satisfaction revealed that the majority of students reported that they had a very high level of satisfaction on all dimensions which were reliability assurance, tangible, empathy, and responsiveness with the 30, 23, 20,16, and 11 percent respectively.