การวิเคราะห์องค์ประกอบความพึงพอใจเกี่ยวกับคุณภาพการบริการในระดับอุดมศึกษา กรณีศึกษา คณะบริหารศาสตร์ มหาวิทยาลัยอุบลราชธานีในภูมิภาคลุ่มน้ำโขง
Abstract
Increasing number of higher of education faculties and departments in recent years brings competition in business education therefore service quality in institution is very important for students who have to make decision for choosing a university. The objectives of this research were 1. To identify the indicators and components of student satisfaction of service quality in higher education and 2. To examine the appropriate integration of indicators and confirmatory factor analysis of a student satisfaction of service quality in higher education factor theory to fit an empirical data set across six components of service quality in higher education. A questionnaire was used for data collection. 531 business senior students in academic year 2016 from seven programs in the Faculty of Management Science (FMS), Ubon Ratchathani University were sample. The reliability of questionnaire was 0.93 and number of items of six components were 32. Descriptive statistics and CFA second ordered model from MPLUS were used in this study. The results showed that student satisfaction of service quality of FMS factor theory fit an observed set of data (c2 = 832.794, df = 446). All correlations among the six main factors of student satisfaction of service quality were statistically significant at level 0.01. The items of six factors were high to very high valid. The highest factor loading to the smallest factor loading of student service quality satisfaction were 1) instruction service quality 2) measurement and assessment service quality 3) preparation professional practice service quality 4) program content service quality 5) qualitative aspects of the lecturers service quality, and 6) supervision service quality, thus service quality of supervision has to improve before other components for students. In their view, the advisors should have sufficient advices regarding academic career and have many and sufficiently effective ways to communicate students. The outcomes lead to implication for improving service quality of higher education, strategic planning to practice and administration in the Faculty of Management Science or university level in the future.
