Customer Satisfaction towards Loan Service Provided for Freelancers and Individual Affected by COVID-19 Incident by Government Saving Bank, Talad Baan Amphur Branch in Chonburi.

Abstract

This research study was conducted a customer satisfaction survey to examine the customer satisfaction of the loan service  for the freelancers and individual who have affected by COVID-19 pandemic  of Government Saving Bank’s customer, Talad Baan Amphur Branch in Chonburi. This was to address problems of the delayed service as well as to find the solutions for the best service improvement to meet the customer needs and requirements.   The study was carried out by using Google Form to survey and analyze the satisfactory level of the customers. The sample of the survey is 492 from the Bank’s customers who received the loan service from 14 September 2020 to 18 September 2020 at the aforementioned branch.

The survey provided results that most of the customers who received the loan service are the employees with bachelor’s degree and working in business sector. For the customers who are Freelancers, due to the mobility of their freelance work, they have rather limited access to information relating/concerning to the financial products, services and promotion of the Bank. It was thus recommended that the Bank to improve and launch an advertise/campaign related to the Bank’s products and services with more accessible to all the customers.