Customer satisfaction, opinions and success factors to financial service of the post offices in Bangkok

Abstract

            The purpose were to study the client satisfaction with the Thailand Post Company Limited, to study the staff’s attitude towards the operation of the Thailand Post Company Limited, and to study factors affecting success of financial Service at Thailand Post Company Limited. This study was a mixed research. The samples were separated as follows; Group 1 consisted of 388 clients, Group 2 consisted of 196 staff of Sam Sen Nai Post Office, and Group 3 consisted 12 front-line officers, Vise President, the Assistant Vice President, the Head Postmaster of Sam Sen Nai post office, and  Senior Managers of the division. Using questionnaires as tools for qualitative research and interviews as tools for qualitative research. The results  the study  client satisfaction with the financial services of the Thailand Post Company Limited showed that the client satisfaction was generally high. The study of the staff’s viewpoints on the performance of the Thailand Post Company Limited showed that overall opinions were at the level of ‘agree’ with such points. The result of interviewing the executive level management including the Vice President, the Assistant Vice President, the Senior Manager of the division, and the Head Postmaster of the post office showed they agreed that the key success factors leading to the achievement of financial services should consist of organizational policy, information technology system, quality of service providing, and  human resource management.