Service behavior and quality of mobile banking services of GSB

Abstract

The purpose of this research was to 1) study the behavior of mobile banking users of the Government Savings Bank 2) to study the quality of mobile banking services of the Government Savings Bank 3) to study the relationship between service quality and service behavior of mobile customers of GSB, Uthai Branch and Pratunam Indra Branch. Phra Nakhon Si Ayutthaya is the five aspects of concrete services. Reliability. Customer Response Confidence in the customer. To know and understand customers Considered by basic data by sex, age, educational level, occupation, income per month. The sample used in the study was from the people who came to the mobile banking service of the two savings banks using the convenient sampling method of 140 persons. The instrument used to collect the data was a questionnaire to check the accuracy of the content from the instructors. Consult Statistics used in data analysis were descriptive and inferential statistics, ie percentage, mean, and standard deviation. The study found that: 1) Type of service Frequency of service usage Date of service Time to use the service. Type of service Most people use the deposit-withdrawal service. Frequency of service usage Most people use the service once a month. Date of service Most people use the service Monday. Time to use the service. 2) The quality of mobile services of the Government Savings Bank, Uthai Branch and Pratunam Indra Branch. All 5 areas of Ayutthaya have quality of service. Stay in good 3) The relationship between service quality and customer service behavior of mobile banking customers. Uthai branch and Pratunam branch Indra Phra Nakhon Si Ayutthaya Province has a relationship in the opposite direction.