แนวทางการพัฒนาคุณภาพการให้บริการของกองบริหารงานบุคคล สำนักงานมหาวิทยาลัย มหาวิทยาลัยเชียงใหม่

Abstract

This research aimed to 1) study service quality of the Human Resource Management Division, University Office, Chiang Mai University, from the perspective of an officer working in human management department. 2) study satisfaction in university officers working in human management related fields, who receive services from Human Resource Management Division, University Office, Chiang Mai University. 3) study quality related factors affecting services from the division that also influence the satisfaction in university officers working in human management related fields, who receive services 4) survey guidelines for improving service quality from Human Resource Management Division, University Office, Chiang Mai University, as to make it align with its vision to create innovation using information technology for human management excellence. The organization’s mission is to build proactive human management with excellence and creating HR innovation that aligns with university employees’ needs. The questionnaire was used in this research to collect data from 128 employees who work in human management fields from 45 units in university office and other sections at various faculties who have experienced working with or receiving services from the Human Resource Management Division. The research tool was questionnaire with 5 rating scales. Statistics used in data analyze were percentage, average and standard deviation. The results were found that 1) the quality in providing services by the Human Resource Management Division, University Office, Chiang Mai University was in high level (average point = 4.00) while the tangibility level of the service was in high level (average point = 3.85). The reliability was in high level (average point = 3.97). The responsiveness was in high level (average point = 4.10). The assurance level in high level (average point = 4.08). And empathy level was high (average point = 3.89). 2) the level of satisfaction from university officers working in human management related fields towards services provided by Human Resource Management Division, University Office, Chiang Mai University was high (average point = 3.99) , who receive services from Human Resource Management Division, University Office, Chiang Mai University, especially the satisfaction on equitable service (average point = 4.03), timely service (average point = 3.87), ample service (average point =4.00), continuous service (average point =4.00), and progressive service (average point = 4.04). And 3) From the experiment, there are 2 quality factors that affect university employees’ satisfaction with 0.05 statistical significance, which are; assurance (B = 0.260 p-value = 0.003) and empathy (B = 0.355 p-value =<0.001), and 4) For the development guidelines to improve the service in the future, it was found that providing services using electronic systems is the first thing to focus on, following by adding extra improvement on service providing process, personnel expertise, and location / facilities come last. Keywords: University employee, University employee working in human resource fields, Unit, service quality, satisfaction