SATISFACTION OF BUSINESS ESTABLISHMENTS IN PAYMENT COLLECTION SERVICES OF SOCIAL SECURITY SUBSCRIPTIONS THROUGH ELECTRONIC SYSTEMS IN THE UPPER SOUTHERN REGION

Abstract

The purposes of this study were to compare the satisfaction on business establishments in payment collection services of social security subscriptions through electronic systems in the upper southern region; to examine influencing factors of the satisfaction of the business establishments in the payment collection service of social security subscriptions through the electronic systems; and to investigate influencing factors of repeats of the business establishments in the use of the payment collection services of social security subscriptions through the electronic systems. The American Customer Satisfaction Index was employed as a conceptual framework. In this qualitative study, data were collected by questionnaires. The sample included 417 respondents who were selected with a stratified random sampling from the business establishments in the upper southern region, were employed the payment collection services of social security subscriptions through the electronic systems. The questionnaire data were analyzed by a bivariate analysis, a regression model, and an ordered Probit model. Results revealed that the satisfaction of the business establishments in the payment collection services of social security subscriptions through the electronic systems operated by Bank A and Bank B was not different with statistical significance; the influencing factors of the satisfaction of the business establishments in the payment collection services of social security subscriptions through the electronic systems with statistical significance included quality perceptions, value perception, and image; and the influencing factors of the repeats of the business establishments in the use of the payment collection services of social security subscriptions through the electronic systems with statistical significance included complaint reporting and loyalty.