SATISFACTION OF SERVICE USERS WITH THE PROCESS OF EVALUATING GOVERNMENT SERVICE PERFORMANCE (ACADEMIC STREAM), GRADUATE SCHOOL SUAN SUNANDHA RAJABHAT UNIVERSITY

Abstract

This study investigated user satisfaction with the Performance Evaluation Process Manual (Academic) at the Graduate School of Suan Sunandha Rajabhat University. The primary objectives were to ensure that both assessees and assessors gain a clear understanding of the evaluation process, how to correctly complete the forms, and how to perform their duties in accordance with university regulations. The sample consisted of 30 academic personnel from the Graduate School, selected via random sampling. Data were collected using a questionnaire and analyzed using percentages, means (), and standard deviations (S.D.). The findings revealed that the overall user satisfaction level with the manual was at the highest level (= 4.85). The three aspects receiving the highest satisfaction score (= 4.97 for each) were that the content is complete and covers all evaluation steps, the performance evaluation criteria are clear and easy to understand, and the manual clearly explains procedures in case of doubts or problems. Conversely, the three aspects with the lowest (though still high) satisfaction were the manual having a version for portable devices (= 4.73), the manual helping to clearly understand the process (= 4.73), and the rovision of notifications/alerts for new updates (= 4.63). In conclusion, while the manual is useful, its current limitations in content clarity and accessibility impact satisfaction. Therefore, it is recommended that the manual be revised by expanding content coverage, improving language for easier understanding, and developing a digital presentation format to enhance its effectiveness and better support faculty work.