Guidelines for solving the problem of service income and fees of Bank for Agriculture and Agricultural Cooperatives, Mae Khachan Branch under the Office of the, Bank for Agriculture and Agricultural Cooperatives Chiang Rai

Abstract

This study aimed to explore problems and causes having an effect on operation of the Bank for Agriculture and Agricultural Cooperatives, Maekhachan branch for finding problems solving guidelines. It is on the basis of incomes earned from service charge and fees which did not meet the goal as set. A set of questionnaires and an interview schedule were used for data collection administered with a sample group of 400 clienteles of the bank and 20 interviewed clients and Questionnaire and interview were Used for data collection conducted with 14 administrators. Obtained data were analyzed by using descriptive statistics. Besides, fishbone diagram was also used for data analysis. Findings showed that causes of the problems were as follows: 1) the clienteles were not satisfied with services of the bank; 2) the bank had few personnel which were not enough; 3) there were few automatic teller machines and it was often out of order; and 4) incomes earned from service charge and fees did not meet the goal. The following use were guidelines for problem solving: 1) Market development by target area visit of market personnel of the banks. This included various forms of market promotion activities to attract more clienteles which would result in increased service charge and fees. 2) Improvement of quality services focusing on personnel and automatic teller machines of the bank to impress clienteles.