The Service Quality of Kasikorn Bank at Laem Chabang Branch
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Abstract
This article aimed to study the service quality of Kasikorn Bank, Laem Chabang Branch, to compare customers' opinions on the quality of service of the Bank. General information of customers was categorized into gender, age, education level, occupation, income and type of service. This research used questionnaires to collect data from a sample of 384 people. The statistics used in the data analysis were frequency, percentage, standard deviation, t-test, one-way ANOVA, and one-way pairing comparison by the Least Significant Difference (LSD) method at a statistically significant level of 05.
1. The results showed that the overall level of service quality of Kasikorn Bank, Laem Chabang Branch was very good. When considering each aspect, it was found that the concern for the service users had the highest average level, followed respectively by building customers' trust, tangible capacities, credibility and willingness to serve with speed.
2. The results from the comparative analysis of service quality of Kasikorn Bank, Laem Chabang, divided by customers' general information, indicated that different occupations and different types of service created various opinions on the quality of the bank's services at the significant level of .05. However, sex, age, education level and income of the customers did not contribute to different opinions on the Bank's service quality.
Summarize, overall level of service quality of Kasikorn Bank, Laem Chabang Branch was very good. The customers who have different occupations and different types of service had different opinions on the Bank's service quality.
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