Guidelines for Improving Recruitment and Selection Services, Personnel Division, Suan Sunandha Rajabhat University

Abstract

This study aimed to examine service users’ expectations and satisfaction toward the recruitment and selection process of the Recruitment and Selection Unit, Division of Personnel Administration, Suan Sunandha Rajabhat University, with the purpose of providing empirical evidence to support policy formulation and service improvement. The population consisted of administrators, human resource officers of academic units, internal personnel, and external stakeholders involved in the university’s recruitment and selection process, totaling 286 participants. Data were collected using a questionnaire and analyzed using percentage and standard deviation. The findings revealed that overall expectations and satisfaction toward the recruitment and selection process were at the highest level. When examined by dimension, the highest level of satisfaction was found in reliability, followed by communication, empathy, and accessibility, respectively. Key factors contributing to high satisfaction included fair and standardized service delivery, attentive and consistent service provision, clear and comprehensible communication, courteous behavior, and staff competency in providing accurate advice and consultation. The results highlight the importance of strengthening service reliability, enhancing communication channels, and promoting professional service behavior as critical elements of effective recruitment and selection management. The findings can be utilized as an evidence- based foundation for policy development, the establishment of service standards, and continuous quality improvement in human resource administration. Moreover, they support the advancement of recruitment and selection practices aligned with principles of good governance and modern public sector management in higher education institutions.