dc.contributor.author | Taweepong Susawat | en_US |
dc.date.accessioned | 2018-10-31T03:39:57Z | |
dc.date.available | 2018-10-31T03:39:57Z | |
dc.date.issued | 2016 | |
dc.identifier.uri | http://repository.rmutr.ac.th/123456789/948 | |
dc.identifier.uri | http://localhost:8080/xmlui/handle/123456789/948 | |
dc.description.abstract | The purposes of this research were to study factors that influence customer
satisfaction and customer loyalty of services provided in Mobile Banking of Government
Savings Bank and Kasikornbank; and to estimate the satisfaction level of customers in the
services of Mobile Banking between Government Savings Bank and Kasikornbank and to
create a comparative index on satisfaction between the mobile banking services provided at
Government savings bank and at Kasikornbank. Conceptual framework is based on American
Customer Satisfaction Index (ACSI).
Simple random sampling technique was applied to select 228 customers of the
Mobile Banking, Government savings bank and Kasikornbank, in Phetchaburi Province to
answer self-reported questionnaire. Data was analyzed by bivariate statistical analysis
consisted of t-test, F-test, and correlation analysis.
Research findings revealed that factors that influence customer satisfaction and
customer loyalty of services provided in Mobile Banking of Government savings bank and
Kasikornbank, consist of 6 components which are: Customer Expectations, Perceived
Quality, Perceived Value, Overall Customer Satisfaction, Customer Voice, and Customer
Loyalty; and Customer Expectations is the initial factor that has a positive influence on
Perceived Quality and these two factors constantly have a positive influence on Perceived
Value being worth the money spent on the services. These three factors constantly have a
positive influence on Overall Customer Satisfaction which has a positive influence towards
both Customer Voice and Customer Loyalty at a statistically significant level of 0.01. | en_US |
dc.language.iso | TH | en_US |
dc.publisher | Rajamangala University Of Technology Rattanakosin | en_US |
dc.subject | American Customer Satisfaction Index | en_US |
dc.title | Independent Study Title Factors on Customer Satisfaction of Mobile Banking Services : Case Study of Government Savings Bank and Kasikornbank in Phetchaburi Province | en_US |
dc.title.alternative | ปัจจัยที่มีผลต่อความพึงพอใจของการให้บริการ Mobile banking ของธนาคารออมสิน (MYMO) และ ธนาคารกสิกรไทย (K-PLUS) ในจังหวัดเพชรบุรี | en_US |
dc.type | Independent Study | en_US |