แนวทางการปรับปรุงคุณภาพการบริการของธนาคารออมสิน สาขากรมการกงสุล

Abstract

The study of process for improving the service quality of the Government Savings Bank, Department of Consular Affairs.The aim of this study to investigate the problems of all types of deposits decrease and find ways to dissolve the problem of the quality services from staff of the Government Savings Bank in Consular Branch with the practical solutions.The results have been shown that the problems of all deposits of the Government Savings Bank in Consular Branch were decreased cause by the low quality of services from staff that they do not respond to the customer requirements. Moreover, the process of services of this branch was complicated and delayed which are the readiness of staff. The ways to dissolve the problem of the quality services from staff are use the same standard services and easy to understand. In addition, the researcher is considered as 3 alternatives for approaches to resolve the problem including (1) Service Quality and Responsiveness Concept… (2) Service Recovery and Service Guarantee Concept… and (3) Service Recovery and Service Guarantee Concept…