Factors Affecting Decision on Debt Restructuring Service through Electronic Media of Customers with Accrued Debts with Government Housing Bank

Abstract

This study aimed 1) to examine relationship between personal factors and debt settlement behavior of customers and decision on debt restructuring service through electronic media of customers having accrued debts with Government Housing Bank, 2) to investigate factors affecting decision on debt restructuring service through electronic media of customers having accrued debts with Government Housing Bank and 3) to introduce guidelines for improving and increasing channels and work process in debt restructuring process for customers to facilitate customers and operators. Data were collected with a questionnaire from customers having accrued debts with Government Housing Bank or customers having less solvency and desiring to contact for debt restructuring with Government Housing Bank, totaling 200 persons. 185 copies of questionnaire were returned (accounted for 92.5% of all questionnaire). Statistics employed for data analysis included frequency, percentage, mean, and standard deviation and difference was analyzed with T-Test, F-test and multiple regression analysis.
The findings reveal that most samples were female with age range of 31-40 years, single status, education of bachelor’s degree, working as an officer at state enterprises and having average monthly salary of 20,001-30,000 Baht. Approved loan was 1,000,001-2,000,000 Baht with repayment term of at least 120 installments and debt reimbursement burden from all institutes at 10,001-20,000 Baht. Different occupation and repayment term resulted in dissimilar level of decision of debt restructuring service through electronic media with statistical significance at 0.05. as to occupation, those persons who were merchants had decision on such service the highest. Speaking of repayment term, the group with at least 120 installments of settlement had decision on the service most. For information and opinions about factors of selecting debt restructuring service through electronic media, the result showed that the aspect with highest level of decision was benefit acknowledgment followed by perception of easiness of usage respectively.
The findings concerning factors affecting decision on debt restructuring service through electronic media of customers having accrued debts with Government Housing Bank indicated that perception with easiness of usage (Beta = 0.597) and benefit acknowledgement (Beta = 0.228) affected decision on debt restructuring service through electronic media with statistical significance at 0.05, respectively.