Guidelines for Improving the Quality of Services to Students of Applied Statistics Department, Faculty of Applied Sciences, King Mongkut's University of Technology North Bangkok

Abstract

This research is (1) to study student satisfaction towards the service quality of Applied Statistics Department, Faculty of Applied Sciences, King Mongkut's University of Technology North Bangkok (KMUTNB). (2) to compare the quality of services provided to students of the Department of Applied Statistics, Faculty of Applied Sciences, KMUTNB, Classified by gender, year level, and field of study. (3) to be a guideline for improving the service quality of the department. The population is undergraduate and graduate students. Department of Applied Statistics Faculty of Applied Sciences, KMUTNB, totalling 621 people. The sampling for this study were 243 peoples. The size of the sample was determined by stratified random sampling. By stratification according to education level and sampling by simple random sampling method. Which will be randomly drawn from the list of students according to strata. The tool used to collect data is a questionnaire. The data were analyzed by frequency, percentage, mean, standard deviation, interval estimation, t-test statistic, and one-way ANOVA. The results showed that most of the respondents were female, 160 peoples representing 65.80%, Most were aged 21-25 years, 146 people representing 60.10%, Most are students in Business Statistics and Insurance 104 peoples representing 42.80%, Most are students in the third year 72 peoples representing 29.60% Overall, students were satisfied with the service quality of the department in all four aspects, at a very satisfactory level, from the results of comparing the service quality. It was found that the samples with different genders and fields of study gave no different opinions on service quality. The samples with different educational levels gave different opinions on service quality in terms of service personnel and terms of service facilities at statistical satisfaction 0.05 level. As a result of data analysis, the guidelines for improving the quality of the department's services are as follows: (1) personnel who provide service should develop staff to demonstrate more knowledge and experience. And to advise while using the service. (2) the process of service procedures should be notified or publicized clearly, the sequence of work steps. (3) regarding premises and facilities, waiting for seats and stationary equipment must be prepared. (4) in terms of service quality, additional channels for receiving opinions to improve and improve the service continuously and meet the needs of service users.