นวัตกรรมการบริการฝ่ายวิชาการ เพื่อการให้บริการที่เป็นเลิศ กรณีศึกษา คณะสถาปัตยกรรมกรรมศาสตร์ ผังเมืองและนฤมิตศิลป์ มหาวิทยาลัยมหาสารคาม

Abstract

Abstract

      This research aimed to investigate the factors affecting toward customers’ satisfaction and service innovation. The sample group were 300 participants combined between students and lecturers from the Faculty of Architecture Urban Design and Creative Arts, Maha Sarakham University. The data collection was gathered by using a questionnaire that developed from a literature review as a research instrument. For data analysis, the statistics were used to analyze the data and represents the reports as frequency, percentage, mean, standard deviation. In order to complete the hypothesis testing to find the relationship between factors, the study uses Pearson correlation. The results found as follows; the factors which affect customers’ satisfaction included 6 factors such as employee’s personality, service systems, environment, service quality, amount of time, the convenience of the services, these factors have a relationship with service innovation statistically significant. The result of this research will be employed to the consideration of service policy in order to create a quality service system. Moreover, the research results suggest as the guideline to enhance the further working process of the academic department of the Faculty of Architecture, Urban Design & Creative Arts, Maha sarakham University.

Keywords: Service Innovation, Service Excellence, University