Customer’s Satisfaction toward the Service of Joint Development Bank, at Pakxan Service Unit
ຂຽນໂດຍ: ຈິດຕະກອນ ແສງສຸລິຍະວົງ
ນຳພາ: ຮສ.ປອ. ໂພສີ ຈັນມິ່ງ
ນຳພາຮ່ວມ: ອຈ.ປທ. ນາງ ຈັນປະເສີດ ວົງພູທອນ
Abstract
the purpose of this research is to study the satisfaction of customers in using the services of the joint development bank at the paksan service unit. The objectives of the study are to explore the satisfaction levels of customers in using the service and to compare the level of satisfaction of the customers in using the services of the joint development bank in 7 aspects: products, fees, location, marketing promotion, service staff, service process and visual environment, classified by personal characteristics of the samples, namely: gender, age, education level, occupation and average monthly income. The sample group covers 385 customers who come to use joint development bank services at the paksan service unit. Data was collected by distributing questionnaires to customers and spss software is used for statistical analysi. The descriptive statistics used are: mean, percentage, standard deviation. Referential statistic tests are t-test, f-test and lsd. The results obtained are summarized as follows: most of the respondents are male, over 38 years old, have a bachelor's degree, are government employees and have an average income between 1,000,001 and 2,000,000 kip per month. All products of the bank are used by the respondents who are very satisfied because it is a well-known, stable and reliable bank. The products that customers use the most are deposit services, followed by card products such as upi debit card, upi credit card, visa debit card, visa credit card and edc card products, qr yes pay, app yes, and the products that customers use less than others are loan services. Overall, customers are very satisfied to use the services of the joint development bank at the paksan service unit in all 7 aspects. a comparison of customer satisfaction found that customers of different ages are not different in terms of satisfaction on location, service process and physical environment.