Summary a user opinion survey on Office of the Registrar’s services for the academic year 2017

11-02-2019

Executive Summary
            Summary a user opinion survey on Office of the Registrar’s services for the academic year 2017
            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 2,976 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 with service quality 
The survey explored the respondents’ opinions in 4 aspects as follows: staff members’ services, service procedures, facilities, and quality of service via information technology system for academic services. It was found that the total mean score of all aspects fell within the mean range of “agree/satisfied” (∑x̄=3.42) (68.40%). Among the respondents, the staff member group had the highest level of satisfaction with Office of the Registrar’s service quality (∑x̄=3.61). It was followed by the student and the international student groups with the total mean score of 3.34 and 3.33, respectively.
As regards the staff members, they were most satisfied with quality of service via information technology system for academic services (x̄=3.64), However, staff members’ service received the lowest mean score of 3.58 out of 4 items. With regard to the students, they were most satisfied with facilities (x̄=3.45) whereas service procedures obtained the lowest mean score 3.27. With reference to the international students, they were most satisfied with facilities (x̄=3.54). Nonetheless, the staff members were least satisfied with quality of service via information technology system for academic services (x̄=3.16)
When compared to the user opinion survey on Office of the Registrar’s services for the academic year 2016, it was found that the respondents’ satisfaction level was decreased by the mean score of 0.09. With respect to student and international student groups, their levels of satisfaction decreased by the mean scores of 0.50 and 0.45, respectively. However, level of satisfaction of the staff group increased by the mean score of 0.70.
 
Item Student International student Staff member
2016 2017 2016 2017 2016 2017
1. Staff members’ services 3.87 3.33 3.76 3.26 3.09 3.58
2. Service procedures 3.78 3.27 3.76 3.37 2.89 3.62
3. Facilities 3.89 3.45 3.76 3.54 2.80 -
4. Quality of service via information technology system for academic services 3.83 3.29 3.86 3.16 2.88 3.64
Total 3.84 3.34 3.78 3.33 2.91 3.61
∑  year 2016 3.51
∑  year 2017 3.42
       2. Sources of information regarding services of Office of the Registrar
It was found that the respondents most preferred www.reg.tu.ac.thto receive information regarding services of Office of the Registrar (∑x̄=70.93). However, Standy obtained the lowest total mean score out of all sources offered (∑x̄=4.25). More information regarding services of Office of the Registrar was perceived by means of all sources of information except Youtube:NuREG Thammasat. The respondents’ preference for Youtube:NuREG Thammasat decreased by the mean score of 0.21. 

sources of information
Student International student Staff member Total
2016 2017 2016 2017 2016 2017 2016 2017
1. www.reg.tu. ac.th 36.40 93.60 33.10 89.50 44.40 29.70 37.96 70.93
2. Facebook Registrar.TU 20.30 46.40 19.20 19.50 8.90 86.90 16.13 50.93
3. YouTube : NuREG Thammasat 5.10 7.50 9.80 2.40 0.60 - 5.16 4.95
4. Newsletters 1.90 5.80 1.10 1.70 3.70 94.10 2.23 33.86
5. Standy - 7.80 - 0.70 - - - 4.25
6. Annual Report - - - - - 99.20 - 99.20
     3. User opinion on types of service of Office of the Registrar
The survey investigated the respondents’ satisfaction with services of Office of the Registrar and it was found that the total mean score of all items fell within the mean range of “moderate” (∑x̄=2.59) (51.80%). Among 7 items, www.reg.tu.ac.th received the highest mean score of 3.63. However, Youtube:NuREG Thammasat obtained the lowest mean score of 2.12.
 

Types of service
Satisfaction
Student International student Staff member Total
No. No. No.
1. www.reg.tu.ac.th              2500 3.56 420 3.42 236 3.91 3.63
2. Facebook Registrar.TU 2500 2.97 420 2.64 236 3.61 3.07
3. YouTube : NuREG Thammasat 2500 2.24 420 2.01 - - 2.12
4. Newsletters 2500 2.12 420 2.21 236 3.62 2.65
5. Standy 2500 2.35 420 2.36 - - 2.35
6. e-Purse, an electronic purse used to pay fees via a student ID card 2500 2.53 420 1.94 - - 2.23
7. Automatic Document Machine (ADM) 2500 2.48 420 1.81 - - 2.14
Total 2.59
 
Remark.    Office of the Registrar did not carry out a user opinion survey on Office of the Registrar’s types of service for academic year 2016.

Suggestions
1. E-Purse System
               1.1 E-Purse should be easy to use. Apart from topping up at a bank, more options of E-Purse top up should be available. (2)
               1.2  E-Purse top up process with ATM and website should be improved. Number of top up machine should be increased. (2)
               1.3  Payment should be made by ATM instead of E-Purse.
               1.4  More options of payment should be offered in case of E-Purse’s disrupted system. (2)
               1.5  Student ID fee should be paid by E-Purse.
2. Website System
              2.1  Website should be improved to be more stable. (5)
              2.2  Website should be improved to be faster.
              2.3  Website system should be up-to-date.
              2.4  Log-in period should be extended.
              2.5  Website processes should be more convenient.
              2.6  Website size should be enlarged.
              2.7  Website should be able to serve and support many users at the same time.
              2.8  Website should be improved to be able to redirect to https: automatically.
              2.9  Website should be more uncomplicated. (2)
              2.10 www.reg.tu should be accessible with Android.
              2.11 Website should be developed to function as an application.
3. Services
              3.1  Service hours should be extended. (3)
              3.2  Service should be available without lunch break. (2)
              3.3  Service should be available on weekends.
              3.4  Service should be available early.
4. Application
              4.1  Application system should be updated.
              4.2  Application system should be stable and more convenient to use.
              4.3  Application for checking grade should be developed.
              4.4  TU application should be as easy and convenient to use as ABAC’s.
              4.5  Application TU NuREG should be accessible with Android.
              4.6  TU NuREG application should be more beneficial, attractive, and informative. Annual activity schedule and class schedule, for example, should be available.
5. Facebook
             5.1  Facebook should be able to send messages.
             5.2  Facebook should be updated and more informative.
             5.3  Administrative staff should be more polite and show more concerns.
             5.4  Facebook contains more information than website.
6. Educational service system
             6.1  Grade release should be made at a schedule time. (2)
             6.2  Educational service system should be improved. The request for name change has been made last year. However, the change has not been made yet.
             6.3  Safety of student registration system should be improved.
             6.4  Information about exam room should be more accurate. Early notice should be announced in case of exam room change.
             6.5 Information regarding classrooms should be accurate. Information about classrooms of some subjects did not appear in the class schedule.
7. Staff members’ services
             7.1  Staff members should work faster. (2)
             7.2  Staff members should be more friendly, more polite, and service-minded. (9)
             7.3  Staff members should be more enthusiastic to solve students’ problems. (3)
             7.4  Staff members should be more effective to give advice on the phone. (4)
8. Office
             8.1  Chairs should be larger.
             8.2  Number of service point should be increased.
             8.3  The entrance-exit door should not be uncomplicated.
9. ADM
             9.1  Number of Automatic Document Machine should be increased. (2)
             9.2  ADMs system should be improved.
             9.3  ADMs should be more stable. They are often out of order.
10. Other suggestions
             10.1  Everything should be improved.
             10.2  Student certificate issuance system should be more convenient and faster.
             10.3  Questionnaire should be available on Google Form.
             10.4  Conversation should be made via Line and Fan page.
             10.5  Direct contact with the staff should be made via Line application.
             10.6  ID card replacement service should be available at Office of the Registrar.
             10.7  Payment should be made by cash and should not be made at a bank.
             10.8  More subject quota should be provided.
             10.9  Mid-term examination schedule should be assigned before add-drop period.
             10.10 Office of the Registrar should be provided other kind of services apart from its responsibility and services.
             10.11 Information should be accessible throughout the campuses.
             10.12 Information and grade release should be made at a schedule time. (4)
             10.13 Electricity and water bill payment should be made without using TU DOME application.
             10.14 Information should be clear and accurate.
             10.15 Student certification issuance fees should be reduced.
             10.16 Printing quota system should be determined earlier.
             10.17 Announcement boards should be more obvious and noticeable.
Reference:
Likert, Rensis A. (1961). New Patterns of Management. New York: McGraw-Hill Book Company Inc.