Factors Influencing User Satisfaction of Financial Services by Personnel at the College of Logistics and Supply Chain

Abstract

This study on the Factors Influencing User Satisfaction of Financial Services by Personnel at the College of Logistics and Supply Chain aims to 1) To examine and analyze the factors influencing the satisfaction of personnel who use financial services. 2) To identify approaches for improving the quality of financial service provision for personnel in order to enhance user satisfaction. The population of this study comprised 77 academic and support staff members from the College of Logistics and Supply Chain, Suan Sunandha Rajabhat University. Data were collected using questionnaires, and the statistical methods employed for data analysis included percentages, means, and standard deviations. The findings of the survey on the basic characteristics of financial service users indicated that the majority of respondents were female (68.83%), aged 41–50 years (45.45%), held a master’s degree or higher (88.31%), had 6–10 years of work experience (57.14%), and utilized the services 2–3 times per week (44.16%). The factors influencing user satisfaction with the financial services of the College of Logistics and Supply Chain Management were, overall, at the highest level ( = 4.55, SD = 0.50). When examining each aspect individually, the aspect of service personnel received the highest mean satisfaction score ( = 4.65, SD = 0.47), followed by the speed of service, which was also at the highest level ( = 4.62, SD = 0.51). The service process and system were rated at a high level ( = 4.48, SD = 0.68), while the quality of service received the lowest mean satisfaction score among the aspects, though it still remained at a high level ( = 4.44, SD = 0.32). These findings indicate that the financial services of the College of Logistics and Supply Chain Management are highly effective overall and satisfactorily meet user needs across all evaluated aspects.