Customers’ Satisfaction with Housing Bank’ Services Rendered at Its Roi Et Province Branch

Abstract

                   The purposes of this research were: 1) to gauge customers’ satisfaction with Housing Bank’s services rendered at its Roi Et branch, 2) to compare their satisfaction with its services at the preceding branch with their differences in genders, ages and educational backgrounds, and 3) to examine suggestions for their satisfaction with its services. Samples comprised 98 current or former service recipients receiving its services at the office. The research instrument was the five-rating scale questionnaire with thirty-three questions, each of which possessed the reliability at 0.96. Statistics used for the research included percentage, mean, standard deviation, t-test and F-test, by making use of the computer software program.

                  Results of the research has yielded three following findings: 1) Customers’ satisfaction with Housing Bank’s services rendered at Roi Et branch has been rated at the 4st scale in the overall aspect, as has each of four aspects taken into consideration. All aspects laid in descending order of means include: service offering officials, service offering systems, additional information while receiving services, and the service places plus environments. 2) The hypothesis testing results have found that differences in customers’ genders, ages and educational backgrounds bear no significant differences in their satisfaction with its services at the above bank in the overall aspect and each one. 3) Customers’ suggestions for their satisfaction with its services are in descending order of first three frequencies that the bank should:  3.1) provide its customers with its proper parking lot, sufficing to service recipients’ demand, having sunshade materials and the parking surface suitable for the parking condition, 3.2) enhance steps of its services suitable for and beneficial to customers so as to meet their demands at the most; it must be the step-by-step practice and techniques of the correct steps, 3.3) offer a place such as a library or existing information office where service recipients can retrieve a piece of additional information and study it conveniently to some extent.