GUIDELINES OF SUPPORTING STAFF’S SERVICE QUALITY ENHANCEMENT IN SOUTH NORTHEAST RAJABHAT UNIVERSITIES FROM EMOTIONAL QUOTIENT, MOTIVATING AND HYGIENE FACTORS

Abstract

The objectives of this research were 1) to study the effects of emotional quotient, motivating and hygiene factors on service quality of supporting staff in South Northeast Rajabhat Universities and 2) to offer the guidelines of enhancing service quality of supporting staff in South Northeast Rajabhat Universities from emotional quotient, motivating and hygiene factors. Research methodology was the mixed method between quantitative and qualitative methods. In quantitative research method, the sample was 294 of the supporting staff. In qualitative research method, the researchers conducted the in-depth interview with 18 supporting staff. The research findings revealed that the factors that significantly positive affected to the supporting staff’s service quality in South Northeast Rajabhat Universities composed of three factor groups which were: 1) emotional quotient factor group consisted of self motivation and empathy, 2) motivating factor group consisted of achievement and responsibility, and 3) hygiene factor group consisted of organization policy and administration and work conditions. Moreover, security which was in the hygiene factor group had a negative effect to supporting staff’s service quality significantly. Finally, the research found that the guidelines of enhancing the service quality of the supporting staff in South Northeast Rajabhat Universities from emotional quotient, motivating and hygiene factors were: 1) to adjust the fundamental concept and create the understanding in service quality, 2) to train and develop of emotional quotient, service quality and work content for supporting staff, 3) to motivate by rewards, 4) to manage the staff in the same work group be able to substitute each other, 5) to use technology for service delivery, 6) to formulate a clear service policy, 7) to empower decision making among the service-level staff, 8) to adjust and develop work environment to promote the service, and 9) to formulate the fair and agreeable employment contract which satisfied both sides of the supporting staff and university.

Keywords : , , Motivating Factor, Hygiene Factor