Improving the Quality of Services of the General Administration Department

Abstract

The research on improving the quality of services provided by the General Administration Department of the Faculty of Humanities and Social Sciences, Suan Sunandha Rajabhat University, aimed to assess the level of satisfaction with the services and to propose guidelines for enhancing the service quality. The sample group consisted of 78 academic and non-academic staff from the Faculty of Humanities and Social Sciences. Data was collected using a questionnaire, and statistical analysis was conducted using percentage (%), mean (x̄), and standard deviation (S.D.). The findings revealed that the overall satisfaction level of the staff regarding the services of the General Administration Department was moderate. The three items with the highest average scores were reliability, communication or responsiveness, and the competency of the service providers. Based on the findings, the proposed guidelines for improving service quality included providing flowcharts in multiple languages, offering guidance from consulting staff on how to accurately and completely fill out forms, and implementing a One Stop Service (OSS) system.