Proceedings of the International Interdisciplinary Conference, Vienna

CUSTOMERS’ OPINION ON THE SERVICE QUALITY OF THE CURRENCY EXCHANGE SERVICE

WATSANA PHETCHARA, NATNICHA HASOONTREE

Abstract:

The aims of the research were to study the opinion of customers on the service quality of currency exchange business and to compare the opinion of customers with different demographic profile including gender, age, education level, career, and average income per month. A quantitative research was employed in this research. The research sample consisted on 400 customers who had an experience of using the service of the currency exchange service. A questionnaire was used as a data collection tool. The collected data were analyzed with descriptive statistics including frequency, percentage, standard deviation, t-test, One-Way ANOVA with a .05 level of statistic significance. The findings of the research showed that based on the opinion of the customers, they viewed that the overall service quality of currency exchange business was at a high level. When considering at each dimension of the service quality including the service venue, the service procedures, and the service providers, the customers also viewed that each of these dimensions were also at a high level. Moreover, it was also found that customers with different gender were likely to have no difference in their opinion on the service quality whereas those with different age, career, education level and average income per month tended to have different opinion on the service quality with a .05 level of statistical significance.

Keywords: Service Quality, Exchange Currency Business, Customers

DOI: 10.20472/IAC.2018.001.012

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