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Perceived Service Quality, Emphasizing Empathy Of Service Providers And Retention Of Customers In A Commercial Bank In Bangkok, Thailand, Chaiyaset Promsri
Perceived Service Quality, Emphasizing Empathy Of Service Providers And Retention Of Customers In A Commercial Bank In Bangkok, Thailand, Chaiyaset Promsri
Graduate Student Dissertations, Theses, Capstones, and Portfolios
Using emotional intelligence of service providers in the service industry has increasingly been considered as a strategy to satisfy and retain customers (Lynn, 2004). However, the research in this area is scant. This study is the fist to examine and explore the relationship between service quality emphasizing empathy as emotional intelligence competence and customer retention in a commercial bank in Bangkok, Thailand.
The specific purposes of this explanatory quantitative study were (a) to describe banking customers of the specific commercial bank headquarters in terms of socio-demographic characteristics, their perceptions of service quality of service providers, and customer retention (behavioral intentions …