Online customer service can totally likert scale

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Unformatted text preview: unt anywhere anytime in the world to connect the online customer service It is important to me that SCB internet banking provide Online customer service section. Online customer service can totally Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale Likert-scale solve the problems that occur on internet banking. 47 28 Services that online customer Likert-scale service provide are better than I expected 33 Rating your satisfaction with overall Rating score online customer service of Siam Commercial Bank Customer loyalty 24 25 26 27 29 Opinion for online customer service 30 31 32 Online customer service influences me to increase using internet banking. I will use the new products of SCB Internet banking in the future. I will recommend my friends and my family to use SCB Internet banking I will not change to use the other internet banking I will trend to use Siam Commercial Bank internet banking in future The reasons that I will probably change to use the other Internet banking Which services or products would you like to add to serve your needs Which services or products should remain Likert-scale Likert-scale Likert-scale Likert-scale Multiple selection Multiple selection Open up question Open up question 3.6.1 Pilot Testing and Amendment Compeau and Higgins (1995) recommend that a pre-test should be conducted prior to the real data collection phase in order to validate the instrument and correct deficiencies. A pilot test was conducted to assess questionnaire’s comprehension and the average completion time. Once came up with the first draft of questionnaire, we handed out three questionnaires to the Thai post graduated students in National Taiwan University and asked them whether all questions made sense and easy to understand. Based on their feedback, some details of the questionnaire were amended such as there are too many questions etc. After revising some questions, the well-improved questionnaire was developed. Nevertheless, they found overall of questionnaire was clear. The questionnaires are translated into Thai version to ensure that confusing or 48 colloquial wording was minimized (Douglas and Craig, 1983; Parameswaran and Yaprak, 1987). Therefore, the questionnaire was ready for data collection. 3.6.2Questionnaire Administration The questionnaire survey sent to the customers via e-mail with a short introduction explaining the aim of this study; and attached the questionnaire with it. To increase the response rate, the snowball sampling was then applied. Each respondent was asked to voluntarily send the questionnaire of this study to their respective colleagues, family and friends; or to whom that might also want to participate in this study. We also provided small gifts to the respondents by promising to randomly choosing two lucky respondents and give them USB card readers. The result showed the level of customer satisfa...
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