SATISFACTION OF SERVICE RECIPIENTS IN THE PENSION CLAIM PROCESS TOWARDS THE HUMAN RESOURCES DEPARTMENT, SUAN SUNANDHA RAJABHAT UNIVERSITY

Abstract

This research focuses on the Satisfaction of service recipients in the pension claim process towards. the Human Resources Department, Suan Sunandha Rajabhat University The primary objective of this study was to assess the satisfaction levels of service users and provide recommendations for improving the pension benefit application process. The population in this study included civil servants, permanent staff, pension recipients, internal staff, heirs, and external individuals associated with the pension process, totaling 253 participants. Data were collected using questionnaires, and statistical analysis was conducted using percentage and standard deviation methods. The study revealed the following key findings: 1. Demographic Profile: The majority of respondents were female, aged 61 and above, with a master's degree, including civil servants, permanent staff, and pension recipients affiliated with the university. 2. Satisfaction Levels: Overall satisfaction with the pension benefit application process was rated as excellent. When analyzed by category, the communication aspect ranked the highest, followed by service accessibility, friendliness, and trustworthiness in descending order. 2.1 Confidence : The highest-rated aspect was the equal treatment of all service users without any discrimination. Other factors included consistent service standards and appropriate attire and professional demeanor of the staff. 2.2 Friendliness: Service was rated as meeting users' needs, with polite, respectful, and empathetic staff. Friendly and enthusiastic service was also highly regarded. 2.3 Service Accessibility: The most appreciated factor was the staff’s ability to provide clear and accurate answers to questions. Knowledge of the services offered, helpful advice, and creative problem-solving were also valued. 2.4 Communication: The highest rating was given to the clarity and simplicity of language used by the staff. Other highly ranked factors included clear explanation of procedures, courteous manners, eye contact, and the use of alternative communication channels such as email, Line, Facebook, and phone These findings highlight the importance of clear communication, accessibility, and professionalism in improving user satisfaction with the pension benefit process. Based on the results, recommendations for further enhancing the service quality are provided.