Service Quality at Thailand’s Government Savings Bank: Chonburi Province.Author Details: Dr. Adisak Suvittawat

Author(s)

Adisak Suvittawa ,

Download Full PDF Pages: 15-18 | Views: 339 | Downloads: 110 | DOI: 10.5281/zenodo.3459977

Volume 4 - May 2015 (05)

Abstract

This research identifies five different customer service variables that affected service quality at Thailand’s Government Savings Bank in Chonburi Province. Customers were satisfied by bank service tangibles, responsiveness of the bank to customer needs, the bank’s reliability, the bank’s empathy for customer needs, and by the bank’s assurance for customer confidence. The most important variables were customer perceptions of bank security and safety, the bank’s commitment to protecting customer information, courteous bank employees, knowledgeable and skilled bank employees, and a bank’s interest in customer problem-solving.The variables that ranked lower in importance were the ability of bank employees to provide quick service, the bank had a good layout for customer service, the bank offered modern equipment such as bank book updates, the bank offered drinking water or coffee for customers and whether or not the bank’s had enough parking.

Keywords

Service Quality, Customer satisfaction, Competitive advantage, Thailand

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