A Study on Satisfaction with Service Quality at the Planning and Quality Assurance Division, Faculty of Management Science, Suan Sunandha Rajabhat University

Abstract

This study investigates stakeholder satisfaction with the service quality provided by the Planning and Quality Assurance Division at the Faculty of Management Science, Suan Sunandha Rajabhat University (SSRU). The primary objective was to assess the service quality across five key dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy, and to understand the factors influencing overall satisfaction among faculty members, administrative staff, and students. A sample of 384 respondents was surveyed, and the data were analyzed using descriptive statistics, ANOVA, and regression analysis. The findings revealed that overall satisfaction was moderate, with the highest satisfaction observed in Reliability and Responsiveness, while Tangibles (physical facilities) received the lowest ratings. The study also highlighted significant differences in satisfaction across stakeholder groups, with faculty members reporting higher satisfaction than students, particularly in services reliability. The regression analysis showed that Service Reliability and Responsiveness/Assurance were the strongest predictors of overall satisfaction. Based on these findings, recommendations for improving service quality include enhancing physical facilities, improving responsiveness, increasing personalized attention, and strengthening communication. These improvements are expected to elevate satisfaction and contribute to a more positive service experience at SSRU.