Evaluation of Satisfaction towards Internal Benchmarking among Staff of Aditayathorn Building Group at Mahidol University International College
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Abstract
The purposes of this study were to develop a satisfaction assessment model under internal benchmarking process of the Aditayathorn Building Group, Mahidol University International College and investigate the satisfaction assessment results with three cycles assessed by 70, 80, and 61 assessors who are the staff of Mahidol University International College.The assessment instrument was satisfaction questionnaire and Friedman’s Test Statistics was used to compare the level of satisfaction between sub-segments in each assessment cycle. The results of the study revealed that internal benchmarking of satisfaction assessment system could help increase overall satisfaction. This is because when personnel are aware of the weaknesses of the initial assessment, the service can be improved such as duties enthusiastically issue were the lowest scores in first round (mean = 4.24±0.59), but this issue was the highest improvement level of 5.66 percent in the third round. As for the comparison of satisfaction scores among sub-segments, it was found that there were statistically significantly different levels of satisfaction in the first assessment round. However, the satisfaction score was higher in third round and had no difference among sub-segments. The internal benchmarking process enables the implementation of assessment results to improve service quality through the creation of best practices. However, the communication of satisfaction result between executives and staff should be in appropriate way and also consider job satisfaction of staff.
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