Service Recipients’ Perception on Practice Guidelines and Service Quality of Service of Registration Department, Faculty of Liberal Arts, Rajamangala University of Technology Thanyaburi

Abstract

          The purposes of this exploratory study were 1) to examine service recipients’ perception on practice guidelines of service registration; and 2) to investigate service recipients’ perception on service quality of service of Registration Department of the Faculty of Liberal Arts, Rajamangala University of Technology Thanyaburi. The samples were 400 students and teachers at the Faculty of Liberal Arts, Rajamangala University of Technology Thanyaburi. Taro Yamane’s sample size calculation and the convenience sampling method were employed. The research instrument used for data collection was a self-administered questionnaire with the Index Objective Congruence (IOC) score of 0.993 and the reliability level of 0.969. The data obtained were analyzed by using the descriptive statistics of percentage, mean, standard deviation. T-test and F-test were used to test the research hypotheses.

The results showed that the level of service recipients’ perception on practice guidelines towards service of registration including giving information, providing services, and the service process was at a high level.  Overall, the service recipients’ perception on the service quality of the service of the registration department including reliability, empathy, service tangibility, assurance, and responsiveness was at a high level. The results from hypothesis testing showed that the service recipients with the differences of gender, age, education level, status, and frequency of using service had no different perception on the practice guidelines of service and perception on service quality of service of registration. The service recipients, who had different purposes of using service, had different perception on the practice guidelines of service and perception on service quality of service of registration with the statistical significance level of 0.05.