Abstract

The main objectives of this research are : i) to study public opinions towards service of the small and medium enterprise development  bank  of Thailand in Bangkok in accordance with Sanghavatthu IV   ii) to compare the opinions towards service of the small and medium enterprise development  bank  of Thailand in Bangkok in accordance with Sanghavatthu IV  classified by personal factors; and iii) to study the guidelines of the small and medium enterprise development  bank services with Sanghavatthu IV. The sample randomly drawn on the basis of simple random sampling technique, consisted of 375 customer who use the service in the small and medium enterprise development bank of Bangkok from 4 branches 1) Development Bank for Small and Medium Enterprises Branch, Phaholyothin, 2) Development Bank for Small and Medium Enterprises Branch Representative office Ladkrabang 3) Development Bank for Small and Medium Enterprises Branch, Ministry of industry and Development Bank for Small and Medium Enterprises Branch, Pinklao.

The tool for data collection was a questionnaire which consisted of three parts, namely, part 1 : the personal data, part 2 : questions measuring and assessing the opinions towards services with 5 levels and the part 3 questions are about the recommendations for improving and developing public services of Bangkok in accordance with Sanghavatthu IV. The data was analyzed by social scientific program by employing statistical techniques such as frequencies, percentage, mean, standard deviation, one-way analysis of variance (one-way ANOVA)        and t-test.

The findings of this study are as follows :

The overall public opinions towards service of the small and medium enterprise development  bank of Bangkok  in accordance with Sanghavatthu IV was found at a good level. When considered in each part found at a good the level on all sides.

To compare opinion of people towards service of the small and medium enterprise development bank of Thailand in Bangkok  in accordance with Sanghavatthu IV divided by personal factors, it was found that people who have different sex, age, level of education, occupation, income per month  and frequency of service, the opinions towards service of the small and medium enterprise development  bank  of Bangkok  in accordance with Sanghavatthu IV were significant difference. The formulated hypothesis was accepted.

Suggestions for further research :

1.                     Further research should study about the problems in providing services for those who use the services of each bank branch.

2.                     Further research should compare the satisfaction of customers with the bank office and customer who rent office.

3.                     Further research should investigate factors related to the use of information technology at work.

4.                     Further research should study other variables to consider. That may affect the expectations of service quality management of of the small and medium enterprise development bank of Thailand. For instance, experience in the services, participation in the operation, satisfaction with services that may make the research is complete and covers more.

5.                     In this research has studied in people who have medium and small business in Bangkok. Therefore, further research should continue to study the people who have medium and small business in other province for comparison purposes, the opinion of the service can define policies to be consistent with public opinion of people who have business and medium to small customers to use services in the future.