QUALITY OF SERVICE RENDERING TO CUSTOMERS OF DEBT RESTRUCTURING OF SINGLE PROJECTS OF SMALL AND MEDIUM ENTERPRISE DEVELOPMENT BANK OF THAILAND (SMEs BANK) SAMUTSAKHON BRANCH

Abstract

The purposes were to study the quality of service; compare the opinions of service receivers on quality of services classified by type of borrowers; and study problems and recommend appropriate approach to enhance quality of service rendering to customers. This study was a survey research. Population consisted of 422 borrowers of 2 types: corporate and individual, from whom 205 samples were obtained via Yamane calculation. Proportional and accidental random sampling were applied. Instrument used was questionnaire. Statistical tools employed were frequency, percentage, mean, standard deviation t-test, and content analysis. Research results were as follows: quality of service rendering to customers of debt restructuring of Single Projects was at a high level, with the highest mean on service personnel and the lowest mean on reliability of services; when comparing the opinions on quality of service classified by type of borrowers, differences were found among opinions of borrowers with different types at 0.05 level of statistical significance; and major problems were problems in facilities particularly the inadequacy of parking space, and reliability of service due to knowledge and skills of personnel responsible for service provision.