สรุปผลการสำรวจความคิดเห็นของผู้รับบริการมหาวิทยาลัยธรรมศาสตร์ ที่มีต่อการให้บริการของสำนักงานทะเบียนนักศึกษา มหาวิทยาลัยธรรมศาสตร์ ปีการศึกษา 2559

03-01-2019

                                                               Executive Summary
          Summary a user opinion survey on Office of the Registrar’s services for the academic year 2016
          Office of the Registrar carried out a user opinion survey on Office of the Registrar’s services in order to improve service quality. Questionnaires were used to investigate opinions of 3,425 students, international students and staff members at Tha prachan, Rangsit and Lampang campuses.
The mean score of each item was interpreted on the five-level Likert scale. The measurement criterion was determined within the following ranges which were divided equally for 0.50
 
                                                    the highest score – the lowest score
Class interval           =                                                   n
 
                             4.50-5.00     Strongly Agree / Very satisfied
                             3.50-4.49     Agree / Satisfied
                             2.50-3.49     Moderate
                             1.50-2.49     Disagree / Dissatisfied
                             1.00-1.49     Strongly Disagree / Very Dissatisfied
 
  1. User satisfaction on service quality 
The survey explored the respondents’ opinions in 5 aspects as follows: staff members’ services, service procedures, facilities, quality of service via information technology system for academic services and quality of information service on www.reg.tu.ac.th / Facebook / YouTube : NuREG Chanel. It was found that the total mean score of all aspects fell within the mean range of “agree/satisfied” (∑x-3.51) (70.20%).
Among the respondents, the student group had the highest level of satisfaction with Office of the Registrar’s service quality (∑x=3.84). It was followed by the international student and the staff member groups with the total mean score of 3.78 and 2.91, respectively. As regards the students, they were most satisfied with facilities (x=3.89), However, service procedures received the lowest mean score of 3.78 out of 5 items. With regard to the international students, they were most satisfied with quality of service via information technology system for academic services (x=3.85) whereas staff members’ service, service procedures and facilities obtained the lowest mean score 3.76. With reference to the staff members, they were most satisfied with staff members’ services (x=3.09). Nonetheless, the staff member were least satisfied with facilities (x=2.80)
Item Student International student Staff member
No. x No. x No. x
1. Staff members’ Services 2600 3.87 420 3.76 405 3.09
2. Service Procedures 2600 3.78 420 3.76 405 2.89
3. Facilities 2600 3.89 420 3.76 405 2.80
4. Quality of Service via Information Technology System for Academic Services 2600 3.83 420 3.86 405 2.88
5. Quality of Information Service on www.reg.tu.ac.th /Facebook/YouTube : NuREG Chanel 2600 3.84 420 3.79 405 2.90
Total 2600 3.84 420 3.78 405 2.91
∑x 3.51
 
 
  1. User Perception of information regarding Office of the Registrar
The survey investigated the respondents’ opinions on services of Office of the Registrar as follows: e-Purse, ADM and Youtube : NuREG Thammasat. It was found that the total mean score of all items fell within the mean range of “disagree/dissatisfied” (∑x=1.83) (36.60%).
Among the respondents, the student group had the highest level of satisfaction with services of Office of the Registrar (∑x=2.42). It was followed by the international student and the staff member groups with the total mean scores of 2.04 and 1.04, respectively.
For the students, they were most satisfied with e-Purse (x=2.96), However, they were least satisfied with Youtube : NuREG Thammasat (x=2.05). Regarding the international students, they were also most satisfied with e-Purse (x=2.85). Nevertheless, they were least satisfied with ADM (x=1.57). Concerning the staff members, they were most satisfied with ADM (x=1.07) while e-Purse and Youtube : NuREG Thammasat received the lowest mean score of 1.04.

Item
Student International student Staff member
No. x No. No. x No.
1. e-Purse  2600 2.96 420 2.85 405 1.04
2. Automatic Document Machine 2600 2.24 420 1.57 405 1.07
3. YouTube : NuREG Thammasat 2600 2.05 420 1.69 405 1.04
Total 2600 2.42 420 2.04 405 1.04
∑x 1.83
  1. Sources of information regarding Office of the Registrar/service of Office of the Registrar
It was found that the respondents most preferred www.reg.tu.ac.thto receive information regarding Office of the Registrar/services of Office of the Registrar (∑x=37.96). However, newsletters obtained the lowest total mean score out of all sources offered (∑x=2.23)

sources of information
Student International student Staff member Total
No. x No. x No. x x
1.www.reg.tu.ac.th 2073 36.4 314 33.1 304 44.4 37.96
2.PR Boards 715 12.6 89 9.4 39 5.7 9.23
3.Facebook 1159 20.3 182 19.2 61 8.9 16.13
  1. 4.Classmates/Faculty members/Staff   
1262 22.2 233 24.6 144 21.1 22.63
5.Newsletters 111 1.9 10 1.1 25 3.7 2.23
6.OfficialLetters/Circular Notices 85 1.5 27 2.8 107 15.6 6.63
7. NuREG Youtube 291 5.1 93 9.8 4 0.6 5.16
 
Suggestions
  1. System
  1. Registration and Enrollment System
  1. Course registration and enrollment system should be more stable. (6)
  2. One-stop service should be provided.
  3. Information and instructions in English should be available.
  4. System should be more flexible.
  5. Online registration and enrollment should be available to graduate student.
  6. More choices of payment should be available.
  1. Grade release
  1. Grade release should be made at a schedule time.
  2. One-stop service should be provided.
  3. Document issuance procedure should be more efficient and take a shorter time.
  1. Staff members’ services
  1. Staff members should understand and interpret the university’s regulations correctly.
  2. Staff members should be more polite and service-minded.
  3. Staff members should be friendly.
  4. Staff members should provide information accurately.
  5. Staff members are sometimes slow in picking up the phone.
  1. Service channels
  1. ADM
  1. ADMs are sometimes out of order. (2)
  2. ADMs at Lampang campus are often out of order.
  3. ADMs particularly at Lampang campus, should be improved in terms of stability and accuracy. (2)
  4. ADMs work slowly and the problem has not been solved.
  5. More ADMs should be provided.
  6. Users should be notified when a machine is broken and give all necessary contact information.
  1. Youtube
  1. Youtube: NuREG should be more informative and regularly updated.
 
  1. Website
  1. Website should be up-to-date and easy to read.
  2. Website should be informative and easy to use.
  1. e-purse
  1. Apart from topping up at a bank, more options of e-purse top up should be available. (2)
  2. e-Purse cards did not work with on ATM.
  3. Office of the Registrar should have its own TV channel.
  1. Service procedures
  1. Procedures
  1. Procedures take a long time because payments must be made at a bank.
  2. Document issuance procedure is inflexible.
  1. Service hours
  1. Service hours should be extended. (3)
  2. Operating procedures should be reduced.
  3. Service should be available without lunch break. (2)
  4. Service should be available on weekends.
  5. Q&A social media sites should be available and services on the phone should be available throughout the office hours.
  1. PR
  1. Information should be provided entirely. (2)
  2. Information should be uncomplicated. (2)
  3. Information should be available in English.
  4. New services should be made known to students.
  1. Other suggestions
  1. More service should be provided.
  2. Procedures should be more flexible and uncomplicated.
  3. Procedures should be more efficient and accurate.
  4. Services and information should be easily accessible.
  5. Student handbook in English and staff members should be available to assist international student.
  6. More interesting and beneficial courses should be introduced via Office of the Registrar’ services.
 
Reference:
Likert, Rensis A. (1961). New Patterns of Management. New York: McGraw-Hill Book Company Inc.