Students’ Satisfaction with the Services of the Audiovisual Unit, Faculty of Management Science, Suan Sunandha Rajabhat University

Abstract

Student satisfaction is a key indicator of service quality and institutional effectiveness in higher
education. This study aimed to assess students’ satisfaction with the services provided by the
Audiovisual Unit, Faculty of Management Science, Suan Sunandha Rajabhat University. A
quantitative descriptive research design was employed, using a structured questionnaire based
on the SERVQUAL model to collect data from 300 undergraduate and graduate students.
Descriptive statistics, independent-sample t-tests, one-way ANOVA, and Pearson correlation
analysis was conducted using SPSS. The results revealed that students were generally highly
satisfied with the AV Unit’s services, with responsiveness and reliability identified as the
strongest contributors to overall satisfaction. Satisfaction levels did not differ significantly by
gender, age, or academic program, although students who used the AV Unit more frequently
reported higher satisfaction. All five service quality dimensions—tangibles, reliability,
responsiveness, assurance, and empathy—were positively and significantly correlated with
overall satisfaction. The findings suggest that maintaining high service quality, improving
equipment availability, and enhancing staff responsiveness can further improve student
satisfaction and support effective academic experiences.