Structural Effects of Service Quality Factors of Staff in a State Enterprise Bank in Samut Sakhon Branch

Abstract

The aims of this study were to investigate the structural model correlation of job motivation, organizational commitment, and organizational loyalty toward service quality of staff in a state enterprise bank in Samut Sakhon branch. This study was qualitative survey research, collecting the data from 100 samples of staff in a state enterprise bank in Samut Sakhon branch. The research instrument used in the study was a questionnaire. Cronbach’s alpha coefficient scales were from 0.700 to 0.899. Statistics used in the study was percentage, means, standard deviation, and structural equation model with statistic software program analyses. Research findings revealed that: job motivation had directly affected on organizational commitment, organizational loyalty, and service quality of staff (direct influence determined to be 0.433, 0.396 and 0.239); whereas, job motivation had indirectly affected on service quality (indirect influence determined to be 0.259). Additionally, organizational commitment had directly affected on organizational loyalty and service quality of staff (direct influence determined to be 0.359 and 0.225); whereas organizational commitment had indirectly affected on service quality (indirect influence determined to be 0.105); and organizational loyalty had directly affected on service quality (direct influence determined to be 0.292)