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    A Bank’s Customer Citizenship Behaviour in the Multinomial Logistic Regression Model
    (2024-01-01)
    Vajrapatkul, Adirek
    ;
    Rojniruttikul, Nuttawut
    -This research aimed to study the factors affecting customer citizenship behavior (CCB) in the banking industry. The data were collected from questionnaires from bank customers in six districts of Bangkok, Thailand. The data were analyzed using EFA and MLR techniques. The study identified three latent variables that could affect the level of CCB, namely good corporate governance, quality of self-service technology, and quality of on-site service. The results showed that good corporate governance in transparency, accountability, and fairness significantly improves the level of CCB. In addition, the quality of self-service technology, which provided convenience to bank customers, could lead to increased CCB. Regarding on-site service quality, the results also showed that it was an important factor in increasing CCB. In terms of the impact of demographic variables, people aged 41 to 45, women, and low-income earners were more likely to have high levels of CCB compared to the reference group. This research emphasizes the need to adhere to corporate governance, quality of self-service technology, quality of on-site service, and customer characteristics to enhance CCB and bank success.
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    Measuring the Efficiency of Thai Commercial Banks during the COVID-19 Pandemic by Data Envelopment Analysis
    (2022-08-26)
    Leerojanaprapa, Kanogkan
    ;
    Bhundarak, Komn
    ;
    Atthirawong, Walailak
    ;
    Sirikasemsuk, Kittiwat
    This study intends to measure the comparative efficiency of Thai Commercial Banks. The performance data has been collected over the past 2 years, between 2020 and 2021 during the COVID-19 pandemic and then compared to performance during the normal period of 2017-2018. Data Envelopment Analysis (DEA) using Variable Return to Scale (VRS) is applied to measure banking performance. Through Intermediation Approach, specific input variables are considered: employee expenses, directors' remuneration expenses, premises and equipment expenses and deposits. The output variables, including loans to customers and investment, are also analyzed.The same time, through the Production Approach, these specific input variables are analyzed: employee expenses, directors' remuneration expenses, premises and equipment expenses, fees and service expenses, taxes and duties and interest expenses. The output variables, including interest income, fee and service income, deposit, and loans to customers, are used to analyze the efficiency. The results of analysis with the Intermediation Approach indicate 5 of 13 Thai Commercial Banks were considered relatively inefficient including BAY, BBL, KBANK, SCB and SCBT. In addition, CIMB is 1 of 13 Thai Commercial Banks is considered as relatively inefficient under the Production Approach.