THE PROBLEMS AND DEVELOPMENTAL APPROACHES IN QUALITY MANAGEMENT OF KRUNG THAI BANK EMPLOYEES SRISURIYAWONG BRANCH RATCHABURI PROVINCE

Abstract

This research had purposes for studying 1) the problem conditionson the management of employees’ service quality of Krung Thai Bank, Srisuriyawong branch, Ratchaburi, and 2) the guidance on developing the management of employees’ service quality of Krung Thai Bank, Srisuriyawong branch, Ratchaburi. The main informers of this research were 12 managers and employees of Krung Thai Bank, Srisuriyawong branch, Ratchaburi. Responders’ general information and data were analysed by using the content analysis before presenting the results of research as the article.

The results were found that the problem conditionson the management of employees’ service quality of Krung Thai Bank, Srisuriyawong branch, Ratchaburi had the problems on tools, technology including office equipment and supplies which were not available and not up to date enough, the problem on the automatic machines which were not in the good condition affecting to the late service, and the way to take care customers for the whole service process so that they felt impressed; the employees were able to suggest services and solve customers’ problems. The problem conditions on service and the guidance on developing the management of employees’ service quality of Krung Thai Bank, Srisuriyawong branch, Ratchaburi were that the bank should change the ATM, the CDM, and the PUMs so that they were effective and available to use all the time; there should be the good administration about services so that customers felt impressed and confident in bank’s service.