Structural Effects of Decisions to Use on Personal Loan Service: A Case Study of Employees in Sinsakhon Industrial Estate, Mueang Samut Sakhon, Samut Sakhon
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Abstract
This research article aims to study 1) the service quality had effect on trust, customer satisfaction, and decisions to use. 2) the trust had effect on customer satisfaction and decisions to use. And 3) customer satisfaction had no direct effect on decisions to use on Personal Loan Service of Sinsakhon Industrial Estate, Mueang Samut Sakhon, Samut Sakhon. This study was a quantitative study. Samples in this study were randomized by using simple random sampling for 270 samples of employees in Sinsakhon Industrial Estate, Mueang Samut Sakhon. Samut Sakhon province. A questionnaire was used as a research tool and statistics used in this study consisted of percentages, means, standard deviation, and Structural Equation Modelling program as a statistic program analysis.
The findings of the study revealed that 1) service quality had a direct effect on trust, customer satisfaction, and decisions to use had the path coefficient scales at 0.803, 0.212, and 0.192 respectively; however, the service quality had an indirect effect on customer satisfaction and decisions to use had a path coefficient scale at 0.601, 0.487 level. 2) trust had a direct effect on customer satisfaction and decisions to use with path coefficient scales of 0.748 and 0.436; however, trust had no indirect effect on decisions to use with a path coefficient scale of 0.126. And, 3) customer satisfaction had no direct effect on decisions to use with the path coefficient scale at 0.168.
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References
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