Development of an IT User Support System Using Web Service Applications at the Office of Academic Resources and Information Technology, Rajamangala University of Technology Tawan-ok

Abstract

This research aims to develop an information technology support system using web services from the Library and Information Technology Center, Rajamangala University of Technology Tawan-ok, and to evaluate its effectiveness. The research was conducted in three phases: Phase 1 involved system design through interviews with personnel and analysis of system requirements using UML; Phase 2 involved system development using PHP, JavaScript, HTML, CSS, and Bootstrap 5 with a MySQL database; and Phase 3 involved evaluating system effectiveness using a satisfaction survey administered to a sample of 62 personnel from the Library and Information Technology Center, Rajamangala University of Technology Tawan-ok, Chakrabongse Bhuvanarth Campus, selected using purposive sampling. Statistical analysis included mean and standard deviation. The results showed that the developed information technology support system had the highest overall effectiveness (𝑥̅ = 4.45, SD = 0.67). Individual aspects also demonstrated the highest level of effectiveness. The highest average score was for service quality (𝑥̅ = 4.51, SD = 0.63), followed by efficiency and overall satisfaction (𝑥̅ = 4.47, SD = 0.70), information quality (𝑥̅ = 4.45, SD = 0.63), system quality (𝑥̅ = 4.41, SD = 0.69), and Web Service application (𝑥̅ = 4.39, SD = 0.67), respectively. This research indicates that the developed online Helpdesk system can effectively improve service efficiency, reduce processing time, and enhance user satisfaction, and can be applied to other organizations with similar contexts.