Effectiveness of Expert System on determining Stress among Employees at Nakhonratchasima Call Centre 2 (1133)

Abstract

This study aims to develop an expert system aiming for explore employee stress factors at Nakhonratchasima Call Centre and to determine satisfaction toward on this expert system. Samples were employees of Call Centre 2 (1133) of Nakhonratchasima call centre, TOT Public Company Limited.  Visual Basic 2010 and MySQL were used to develop expert system. Suanprung Stress Test-60 was used to determine the stress level and Satisfaction questionnaire was used to determine satisfaction. Descriptive statistics including mean and standard deviation were used to describe the findings.

           The findings were as followed. Expert systems was included of administrative and users. For the intra-system, there were inquiry system and decision making system. After run the expert system, they shown that stress factors among employees were money, personal factors, family factors, social factors, career factors, and environment factors in which money factor was affect staffs the most. Regarding to the satisfaction toward on this expert system, samples stated that this system is convenient to use and efficiency in determine the stress factor was at good level. The overall mean score of satisfaction was at good level ( =4.67, S.D.=0.10) in which he highest mean score was at efficiency ( =4.70, S.D.=0.18) followed by the safety of system ( =4.67, S.D.=0.06) and the use of the system ( =4.65,S.D.=0.25); respectively. In conclusion, this expert system is meet with the need of users.