Satisfaction of Service Recipients with Procurement Services for Supplies and Equipment at the Faculty of Management Science, Suan Sunandha Rajabhat University

Abstract

The purpose of this study was to examine the satisfaction of service recipients with
procurement services for supplies and equipment at the Faculty of Management Science, Suan
Sunandha Rajabhat University. Using a quantitative descriptive research design, data were
collected from 150 faculty and administrative staff who had experience using procurement
services. A structured questionnaire, based on the SERVQUAL model, was employed to
measure satisfaction across five dimensions: tangibles, reliability, responsiveness, assurance,
and empathy. Descriptive statistics, t-tests, one-way ANOVA, and Pearson correlation analysis
were conducted to analyze the data. The results indicated that overall satisfaction with
procurement services was high (M = 4.10, SD = 0.52), with responsiveness, reliability, and
assurance being the most influential dimensions. There were no significant differences in
satisfaction based on gender or role, but frequency of service use significantly affected
satisfaction. Correlation analysis confirmed that all SERVQUAL dimensions were positively
associated with overall satisfaction, with responsiveness showing the strongest relationship.
The findings suggest that while procurement services are generally effective, improvements in
tangibles and empathy could further enhance user satisfaction. These insights provide practical
guidance for optimizing procurement operations to support faculty and administrative staff
efficiency.