The Management Factors Affecting the Service Quality of Academic Services to Society of Faculty Engineering Rajamangala University of Technology Phra Nakhon

Abstract

           This study entitled “Management Factors Affecting the Quality of Academic Service to Society of the Faculty of Engineering, Rajamangala University of Technology Phra Nakhon” aimed to (1) examine the management of academic service to society in terms of policy, personnel, technology and innovation, and monitoring and evaluation; (2) investigate the quality of academic service delivery; and (3) analyze management factors affecting the quality of academic service to society. The population consisted of 162 personnel of the Faculty of Engineering. The sample size was determined using the Krejcie and Morgan table, yielding 115 respondents. A total of 95 completed questionnaires were returned and used for data analysis. The research instrument was a questionnaire, and the data were analyzed using percentage, mean, standard deviation, and multiple regression analysis.

          The results revealed that overall management of academic service to society was at a high level in all dimensions, with personnel management receiving the highest mean score, followed by monitoring and evaluation, policy, and technology and innovation. The overall quality of academic service delivery was also rated at a high level in both technical quality and functional quality, indicating effective service provision and tangible social benefits. Hypothesis testing indicated that management of academic service to society significantly affected service quality. Personnel management and monitoring and evaluation had a statistically significant effect at the 0.01 level, while policy had a significant effect at the 0.05 level. However, technology and innovation did not have a statistically significant effect on service quality. Furthermore, management factors were able to explain 91.60 percent of the variance in the quality of academic service delivery. The findings suggest that strengthening human resource management, implementing systematic monitoring and evaluation, and establishing clear and consistent policies are crucial for enhancing the quality and sustainability of academic service to society in higher education institutions.