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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.

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Present By Pattarawadee Chaipakdee Department Of Doctoral Business Administration In Marketing

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  1. 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

  2. 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

  3. Issues Today • Introduction • Review of related literature • Concept Framework of service quality/Thailand • Methodology • Findings and conclusions • Discussion and implication

  4. Introduction • Downside of economic crisis • Decreasing of consumers and customers • Related to downside “one stop Service” • Service quality and customer relationship

  5. Review of Related Literature • Tangibles are physical evidences such as equipment. • Reliability and Trustworthy. • Responsibility is an immediate or a beneficial response.

  6. Review of RelatedLiterature • Assurance means as security. • Perception is communicated and perceived attention between staff in the company and consumers

  7. Concept Framework of service quality

  8. Importance of service quality in Thailand • Product quality • Service quality • Retain existing customers • Recruit new customers

  9. Methodology • Five perspectives from SERVQUAL model • tangibility • trustworthy • responsibility • assurance • perception.

  10. Findings and Conclusion • positive concept based on qualitative method • real testimony of service quality • customer satisfaction effecting company productivity • measurement of service quality

  11. Findings and Conclusion • relationship between service quality and customer satisfaction • practice limitation • objective measurement • qualitative data as components of positive conceptual views

  12. 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

  13. 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

  14. THANK YOU Questions & Answers

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