Factors Affecting Satisfaction of Establishments towards Social Security Payment Service via E-Payment in the Upper Southern Region

Abstract

Abstract

The purposes of this research were to study the factors that affect the satisfaction of establishments on social security payment via e-payment between Krung Thai Bank Public Company Limited and Bank of Ayudhya Public Company Limited in Prachuap Khiri Khan Province. Conceptual framework was based on American Customer Satisfaction Index model. Stratified random sampling technique was applied to select 417establishments to answer self-reported questionnaire. Data were analyzed by factor analysis and bivariate analysis. Research findings revealed that factors that significantly affected level of customer satisfaction on social security payment via e-payment consisted of customer expectation, perceived quality, perceived value, and image.