Positive Influence and Factors Affecting to Mobile Banking Service Satisfaction of Government Savings Bank (MyMo) in Bangkok Metropolitan Region

Abstract

The study of positive influence and factors affecting to mobile banking service satisfaction of Government Savings Bank (MyMo) in Bangkok Metropolitan Region, there are objectives as follows:  1) To investigate and analyze the positive influence and factors affecting to mobile banking service satisfaction of Government Savings Bank (MyMo) in Bangkok Metropolitan Region. 2) To investigate the factors affecting to mobile banking service satisfaction of Government Savings Bank (MyMo) in Bangkok Metropolitan Region. 3) To investigate and compare the rate with mobile banking service satisfaction of Government Savings Bank (MyMo) in Bangkok Metropolitan Region. It was classified by sex and group of samplings 10 and 132 people. The instrument used for data collection in this study was questionnaire and a question that used a five-point scale. The statistics used to analyze data to be synthetic methods content and descriptive analysis and mean, standard deviation, frequency and t-test. It could be summarized as follows:

The finding showed that the positive influence affecting to mobile banking service of Government Savings Bank (MyMo) in Bangkok Metropolitan Region, it found that social influence such as the member in family, cousins and close friends, they were suggested to use mobile banking of Government Savings Bank. The reason is a stable commercial bank and always to be trust. However, Perceived usefulness, staff who provided service and activities of Government Savings Bank, they knew the efficiently process of working and how to be improved efficiency of accuracy, convenience, fast service and reach to the most benefits. Mobile banking of Government Savings Bank accesses to Risk perception, equal knowledge, seeking the prevention the occurred risks. It will be hacked the bank account by robbery. Mobile banking service of Government Savings Bank (MyMo) makes a Trust, reliable, fast services, safety, and pay attention to the needs of service users. There is no disclosure of personal information. Expectation effort is the way to use it and can develop the skills and competency for using services. Quality of Mobile Banking can rapidly download through graphics. It is friendly and attractive for users and continually pay attention services.

The data analysis results found that the overall satisfaction of mobile banking service of Government Savings Bank (MyMo) in Bangkok Metropolitan Region was rate of more. However, customer can reach to mobile banking service and be satisfied or disappointed service and wanted to complaint or to be expected services. It will be delivery to perspective quality and perspective on value. It makes satisfaction and royalty to future services in respectively. Thus, Customer expectations make satisfaction and fast service, accuracy and safety. Perspective on quality service. After getting the service, they were to be satisfied in modern technology, safety, easy to use and no error.  Perspective on value, after getting appropriated service and be satisfied, there was fast service, accuracy of appropriated transaction. Satisfaction with service, service users were satisfied and it was fast, accuracy and safety system. Customer complaints, when they got disappointed services, there was an opportunity to get it and word of mouth would be delivered to other people. Customer royalty, there was satisfied service and will be suggested to people for using it.

            The finding of comparative the service satisfaction of mobile banking Government Savings Bank (MyMo) in Bangkok Metropolitan Region. In overall, there was indifference and statistically significant was at 0.05.