Guidelines for development improvement of service quality of administrative officer, Department of Operative Dentistry and Endodontics, Faculty of Dentistry, Mahidol University

Abstract

          The purpose of this study was to evaluate the level of service quality of the administrative office of Department of Operative Dentistry and Endodontics, Faculty of Dentistry, Mahidol University. The results will be used for further improvement the service quality in the future. The data of this study came from a total of 485 undergraduate students (year 3 to 6) and graduate students from academic year 2017, a sample of 444 students people (91.54%). The sample consisted undergraduate students (89.6%) and graduate students (10.6%), women (64.9%), age range of 22 to 23 (34.9%). The data were collected in a from of questionnaire through a content validity check from 3 experts, IOC values ranged form 0.67-1.00 and passed an experiment with 30 dental assistant students that were a non-sample group to check for reliability. The confidence of questionnaire was 0.98. The analyses were using descriptive statistics such as percentages, mean and standard deviation, T-test, F-test, One-way ANOVA at a significance level of 0.05.

          The results show that overall level of  service quality improvement guidelines in the highest level including service process factor (4.54%), service factor (4.53%), service quality factor (4.52%) and facilities factor (4.51%). According to personal factors of respondents which are recipients, gender, ages, there is no statistical difference was found at significant level of 0.05 (p>0.05).