The Influence of Perceived Empowerment to Service Quality: The moderating Role of Cognition - based trust and Affective - based trust of Krungthai Bank (Public company limited), branch office Nakhon Pathom Province

Abstract

This research aims to study The Influence of Perceived Empowerment to Service Quality: The moderating Role of Cognition - based trust and Affective - based trust. This research data were collected by questionnaire from 163 target population, employees of Krung Thai Bank Public Company Limited Nakhon Pathom province. Data were analyzed using percentage, mean, standard deviation, correlation coefficient, simple regression analysis. The results suggest that: The perception empowerment was at the high level and the quality of service was at the highest level. The cognitive – based trust and affective – based trust were at a high level. The influence of decision making significantly effect on service quality. The moderating role of cognitive – based trust and affective – based trust significant effect on the relationship of perception, empowerment on decision making to service quality. Based on this research, executives can improve the perception of decision-making authority to enhance the quality of service provided by employees under the trust of their knowledge and emotions. To enhance the performance of our employees and create a good image for our customers.