The Quality of Service that Affects the Satisfaction of the Service Recipients of the Administrative Unit, School of Information and Communication Technology, University of Phayao
Keywords:
Service Quality, Satisfaction, Administrative UnitAbstract
The objectives of this study were to 1) investigate the quality of service influencing the satisfaction of administrative service recipients, 2) investigate the relationship between service quality and administrative service recipient’s satisfaction; and 3) evaluate the quality of service influencing the satisfaction of service recipients through administrative units. In this study, the sample consisted of three content specialists and sixty academic and administrative employees from the School of Information and Communication Technology at the University of Phayao. The data was analyzed and presented using descriptive and reference statistics such as Pearson's mean, standard deviation, simple correlation, and stepwise multiple regression analysis. The findings revealed that the level of service recipient’s satisfaction as a whole was very favorable (= 4.45, S.D. = 0.52). Service quality had a high degree of correlation with service recipient’s satisfaction (Pearson Correlation = 0.850), with a statistical significance of 0.01. The set of service quality variables produced a good forecasting equation for administrative service recipient satisfaction (R2 = 0.869.) with statistical significance at 0.01 and 0.05.
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