Trend analysis of service quality index: A case study of academic support units in assumption University of Thailand

Narong Chumsupanwaree; Teay Shawyun

doi:10.51200/jpp.v4i1.8195

Authors

Narong Chumsupanwaree Center for Excellence, Assumption University of Thailand
Teay Shawyun Center for Excellence, Assumption University of Thailand

DOI:

https://doi.org/10.51200/jpp.v4i1.8195

Keywords:

service quality, SERVQUAL, trend analysis

Abstract

It's been more than 5 years that Service Quality Index of academic support units in Assumption University of Thailand has been measured. The results were the reflection of how service was delivered in such a means to satisfy each customer: Good and appropriate service was what they expected but the perceived creation and delivery of the expected service might not meet expectations. This study is about analyzing the trend of service quality index and the RCA (Root Cause Analysis) of the 7 main academic support units in Assumption University of Thailand for the academic years 2007 to academic year 2011. Data was collected from the university's students and personnel (lecturers and staff) based on the units' performance in various aspects. The overall university results (means of 3.51, 3.50, 3.49, 3.52 and 3.45) for the 5 years showed a negative slope trend. Specifically; Responsiveness aspect, Assurance aspect, Empathy aspect, and Information aspect scores decreased. The causes will be analyzed using the RCA and the possible solutions with the recommendations will be provided.

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