Comparison of Student Satisfaction and Expectation towards Services between Rival Universities

Abstract

The objectives of this research were: 1) to study the level of satisfaction and expectations of students towards services between the rival universities; 2) to compare the satisfaction and
expectations of students classified by educational level of study using a descriptive research model. The sample group was bachelor's, master's, and doctoral students of Prince of Songkla University, Chiangmai University, and KhonKaen University who are studying in the academic year 2020, a totally of 957 students consisting of 623 undergraduate students and 334 graduate students selected from the stratified sampling and compared the proportions of the population by simple random sampling. The sample data was collected using questionnaires about service learning support and environment was determined the content reliability by using IOC values , and the questionnaire credibility was determined by using Cronbach's alpha coefficient. The level of credibility of the whole questionnaire in terms of service was 0.99 which was a very good level. The questionnaire then was applied to students from all 3 universities. The data were analyzed using statistics, mean, standard deviation, One-way Anova, and T-test Independent.

The results showed that the satisfaction and expectations of the services. The result which
was classified by educational level showed that in terms of the services, the satisfactions are different significantly at 0.01 and the expectations were different with statistical significance at
0.05. The result classified by institution showed that service satisfaction is different and statistically significant at 0.01. The expectations towards service were different and statistically significant at 0.05.