Service Quality in the Registration and Evaluation Division of Mahachulalongkornrajavidyalaya University in the Upper Northern Campuses

Abstract

The objectives of this research were: 1) to study the level of service quality in the Registration and Evaluation Division of Mahachulalongkornrajavidyalaya University (MCU) in the Upper Northern Campuses 2) to compare the opinions of people on the service quality in the Registration and Evaluation Division of MCU in the Upper Northern Campuses classified by personal factors 3) to propose guidelines for improving the service quality in the Registration and Evaluation Division of MCU in the Upper Northern Campuses. It is mixed-method research. The sample used in quantitative research was 320 students of Mahachulalongkornrajavidyalaya University, in the Upper Northern Campuses collected through questionnaires. The statistics used to analyze data were frequency, percentage, mean, and standard deviation, and hypothesis testing was analyzed by t-test and F-test analysis, ANOVA (One-Way ANOVA). The qualitative method was collected from 14 key informants through In-depth interviews and analyzed by content descriptive interpretation.

The results of this research found that:

1. The overall opinions on service quality level in the Registration and Evaluation Division of MCU were at a high level (=4.06, S.D.=0.681). The overall opinions on service quality level in the RMCU Registration and Evaluation Division according to the Four Sangahavatthu were high (=4.16, S.D.=0.688).
2. The opinions comparison of people on the service quality in the Registration and Evaluation Division of MCU found that service recipients from different years of study, faculties, and campus affiliations had overall different opinions on the service quality in the Registration and Evaluation Division of MCU with statistical significance at 0.05 level. Moreover, service recipients in different faculties had overall different opinions on the service quality in the MCU Registration and Evaluation Division according to the Four Sangahavatthu with statistical significance at 0.05 level.
3. Guidelines for improving the service quality in the MCU Registration and Evaluation Division found that officers receiving services should be increased sufficiently to meet the needs of service recipients. Tools, equipment, and technology should be provided for adequate and up-to-date services.