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Present By Pattarawadee Chaipakdee Department Of Doctoral Business Administration In Marketing Siam University. The Marketing Investigation Into Service Quality And Customer Relationship Satisfaction In The Money And Capital Markets Business In Thailand. Miss Pattarawadee Chaipakdere.

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Present By Pattarawadee Chaipakdee Department Of Doctoral Business Administration In Marketing

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Present by pattarawadee chaipakdee department of doctoral business administration in marketing

Present

By

Pattarawadee Chaipakdee

Department Of

Doctoral Business Administration In Marketing

Siam University

The Marketing Investigation Into Service Quality And Customer Relationship Satisfaction In The Money And Capital Markets Business In Thailand


Miss pattarawadee chaipakdere
Miss Pattarawadee Chaipakdere

Education

Bachelor Degree in Business Administration From Suan Dusit Rajabhat University

Master of Business Administration (M.B.A.) , Siam University

Now study Doctoral Business Administration in Marketing (D.B.A.), Siam University

Work position

Officer-Counter Services in Stock Exchange of Thailand

pattarawadee@set.or.th

E-mail : kem_plus@hotmail.com


Present by pattarawadee chaipakdee department of doctoral business administration in marketing

Issues Today

  • Introduction

  • Review of related literature

  • Concept Framework of service quality/Thailand

  • Methodology

  • Findings and conclusions

  • Discussion and implication


Introduction
Introduction

  • Downside of economic crisis

  • Decreasing of consumers and customers

  • Related to downside “one stop Service”

  • Service quality and customer relationship


Review of related literature
Review of Related Literature

  • Tangibles are physical evidences such as equipment.

  • Reliability and Trustworthy.

  • Responsibility is an immediate or a beneficial response.


Review of related literature1
Review of RelatedLiterature

  • Assurance means as security.

  • Perception is communicated and perceived attention between staff in the company and consumers



Importance of service quality in thailand
Importance of service quality in Thailand

  • Product quality

  • Service quality

  • Retain existing customers

  • Recruit new customers


Methodology
Methodology

  • Five perspectives from SERVQUAL model

    • tangibility

    • trustworthy

    • responsibility

    • assurance

    • perception.


Findings and conclusion
Findings and Conclusion

  • positive concept based on qualitative method

  • real testimony of service quality

  • customer satisfaction effecting company productivity

  • measurement of service quality


Findings and conclusion1
Findings and Conclusion

  • relationship between service quality and customer satisfaction

  • practice limitation

  • objective measurement

  • qualitative data as components of positive conceptual views


Discussion and implication
Discussion and Implication

  • Objective measures provide complement subjective assessments

  • insight of environmental/external causes

  • strategic information to develop service quality and relationship marketing programs

  • allow researchers and managers to determine what activities have stronger associations with overall relationship and service quality


Discussion and implication1
Discussion and Implication

  • Objective measures have high face validity

  • easily understood by people of different cultural and ethnic backgrounds

  • benchmarked, monitored over time to see change

  • measures, modeling of relationships of buyer behavior provide practical tool for marketing

  • opportunity to develop generalizations concerning aspects of service provision

  • variation of affects to customer loyalty


Thank you
THANK YOU

Questions & Answers


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