Service Quality of Dean’s Office, Faculty of Public Health, Mahidol University

Abstract

The objectives of this study were to evaluate and compare the service quality of the Dean’s Office, Faculty of Public Health, Mahidol University according to staff categories, experience of service recipients and channels of information dissemination. A total of 154 questionnaires were distributed to the faculty’s academic and support staffs from January to February 2018 to survey their opinion on the service quality. The commercial statistical computer program was used in data analysis for mean standard deviation, t-test and analysis of variance at 0.05 significant level. 53.9% of support staffs and 46.1% of academic staffs have the highest experience in receiving human resource management services (90.3%) with the number of visits over 10 times (37.0%) and most of the staffs received the information from the agency circular letter (63.7%). The staff opinion on the service quality was at a moderate level. Considering 5 aspects including tangible, reliability, responsiveness, assurance, and understanding, the results revealed that the staff rated the service assurance and tangible at a high level with the mean scores of 3.73 and 3.68 out of 5 respectively. The moderate response levels were found in reliability (mean 3.63), responsiveness (mean 3.63), and understanding (mean 3.58). Comparisons on overall service quality according to staff categories, the experience of service recipients and channels of information dissemination indicated no significant differences.