CUSTOMER QUALITY OF LIFE AND CUSTOMER’S OPINION TOWARDS SERVICES QUALITY OF CREDIT FACILITY OF NAYOBY BANK (Ho)

Nayoby Bank’s Head Office conducted a research study between March - May 2023 on the impact of leasing service on customers. The answers of customers from six service units and two coordination offices under the head office were captured...

Abstract

Nayoby Bank’s Head Office conducted a research study between March - May 2023 on the impact of leasing service on customers. The answers of customers from six service units and two coordination offices under the head office were captured. The study aims at comparing the life quality of customers before and after receiving a leasing credit from Policy Bank.

A total of 400 respondents participated in the survey, of which 255 people (63.75…..3..0

……...2)  female. 134 people (33.50%) are between 46-50 years old and 385 (96.25%) of the survey participants are married. 240 people (60%)have secondary education and the majority of the respondents, 271 people (67.75%), are farmers. The monthly income of 143 people (35,75%) is between 3,500,001-5,000,000 kip and 178 people (44,50) have a monthly income below 1,500,000 kip.

By results life quality, can knowledge of the most of all customers is old customers, 299 people average 74.8%, 382 families average 95.50%, long-terms customers 7-10 years are 145 people average 36.25%. After customers choose to use leasing services from the Bank, most of customer’s life 323 people average 80.75% able to help environment is more better than before  The quality of customer assets has increased by 289 people average 72.3%. About deposits-savings account is mostly with savings of 349 people average 72.3%.

The results of the study on the level of opinion of the target customers on the quality of the bank's credit service in terms of service (employees) were found to be at the highest level with an average value of 4.68 and a standard deviation of 0.38, among which the factors of staff providing smooth and professional service, employees with equality in providing services and employees with good job knowledge are at the highest level with an average value of 5.00 and a standard deviation of 0.000; In terms of service points and facilities, it is seen to be at the highest level with an average value of 4.81 and a standard deviation of 0.32, in which, higher than others is the factor of having employees to provide services with the highest level of opinion with an average value of 5.00 and a standard deviation of 0.000; The physical aspect is seen to be at the highest level with an average value of 4.52 and a standard deviation of 0.41, in which, higher is a spacious, comfortable and safe parking lot with the highest level of opinion with an average value of 4.92 and a standard deviation of 0.268; On the product side, it is seen that the level of opinion is at the highest level with an average value of 4.80 and a standard deviation of 0.34, in which, higher than others, the loan fee factor has the highest level of opinion with an average value of 5.00 and a standard deviation of 0.000.