Good Governance and Customers’ Perception toward Service Quality of a Commercial Bank, Branches in Tanyaburi, Pathumtanee

Abstract

The research objects were to study the customers’ perception toward 1) good governance and 2) service quality of a commercial bank, and 3) to study the relationship between good governance and service quality of a commercial bank. In this research, good governance consisted of rule of law, merit, transparency, participation, accountability, and effectiveness and efficiency. The SERVQUAL Model was used to evaluate quality of service. Research population was retail customers of a commercial bank, from 3 branches located in Tanyaburi, Pathumtanee province; Sapandaeng branch, Tesco Lotus Rangsit branch, and Klong 6^th (Tanyaburi) branch. The research was done by questionnaires with a sample size of 390, or 130 each, data analyze using arithmetic mean, the relationship between 2 factors derived from Pearson’s correlation coefficient. The results found that 1) customers perceived an overall commercial bank’s good governance in high level. The highest was merit, followed by effectiveness and efficiency, transparency, participation, accountability, and rule of law respectively. The overall customers’ perception toward the service quality was high level, the highest was tangibles, followed by responsiveness, assurance, reliability and empathy respectively. The research also found 3) the good governance of a commercial banks have positive relationship with service quality at statistical significant level of .05