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 servic
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.