THE SATISFACTION TOWARD SERVICE QUALITY OF THE SECRETARY OFFICE, FACULTY OF PUBLIC HEALTH, KASETSART UNIVERSITY CHALEMPHRAKIAT SAKONNAKHON PROVINCE CAMPUS, THAILAND.

Abstract

This study aimed to investigate the influence of personal factors and the information perception on service quality and the impact of service quality on satisfaction of the secretary office, Faculty of Public Health, Kasetsart University Chalemphrakiat Sakon Nakhon Province Campus (FPH, KU.CSC). Data were collected from 300 students, who enrolled at FPH, KU.CSC. Descriptive statistics: frequency, percentage, mean and standard deviation were used to describe the basic features of the data in the study. Reference statistics, multiple regression analysis, t-test and one-way ANOVA were used for hypotheses testing. The result showed that sex was significantly different in 2 dimensions of service quality (tangibility and assurance). Class level was significantly different in all 5 dimensions of service quality (tangibility, reliability, responsiveness, assurance and empathy), while major of study not significantly different. In addition the information perception (1. From which sources that information about services was informed to the clients, 2. In what public relation channels that the clients prefer to receive the information, 3. What types of information that influence the decision to receive the service and 4. In what channels that the clients want to receive the information from the administrative office) had no influence over all 5 service quality dimensions however the information perception (the consistency of receiving the information) had the influence to all 5 service quality dimensions. In addition, 3 dimensions of service quality of the secretary office in term of responsiveness, assurance and empathy impacted on user’s satisfaction. The findings of this research can be used to apply for improving of staff performance to achieve work efficiency and follow the management strategy of the organization.