Technology Service Management in Service and Satisfaction in Borrowing and Returning Educational Equipment for Development of the Learning Support Department of Communication Arts Chiang Mai Rajabhat University

Abstract

        The study on Technology Service Management and User Satisfaction in the Borrowing and Returning of Educational Equipment to Enhance Learning Support in the Department of Communication Arts, Chiang Mai Rajabhat University, aimed to 1) examine the state of tools, equipment, and technological service management; 2) investigate the relationship between technological service management and user satisfaction in borrowing and returning educational equipment; and 3) explore approaches to optimize service management for borrowing and returning educational equipment. This study employed a mixed-methods research design, combining survey research and qualitative methods. Using multi-stage sampling, a questionnaire was administered to 300 students from the Department of Communication Arts at Chiang Mai Rajabhat University.

Additionally, qualitative data were collected through equipment records documenting the type, lifespan, and causes of damage to the equipment and semi-structured interviews. The interviews gathered comprehensive and diverse insights for service improvement with a sample group of 10 participants, including faculty members and students. The findings revealed that the primary equipment provided included cameras and accessories, most of which had been used for an extended period. Some equipment was damaged and no longer fully functional. While video cameras and accessories remained in good condition, some were outdated. Studio equipment and other tools were generally in good working order, despite wear and tear from prolonged and frequent use, with an average lifespan of 10-16 years. The study also found that efficient service management significantly influenced user satisfaction. Factors such as supervision, risk management, and appropriate service practices were statistically significant predictors of satisfaction, with a significance level of 0.01. Recommendations for service improvement included increasing the number of available equipment to meet demand during peak usage periods, acquiring new equipment to replace outdated items, and upgrading the equipment management system to be more modern. Suggested improvements included real-time equipment information through an online borrowing and returning system and faster, more convenient reservation processes. In conclusion, the study highlights the necessity of enhancing technological service management to align with advancements in technology and effectively meet the learning needs of students, particularly by increasing equipment availability and updating its quality to keep it up-to-date.