Factors Affecting Customer Loyalty, Electrical Maintenance System Service Business in Bangkok and Metropolitan Areas

Abstract

This research aims 1) to study Customer relationship management, service quality, satisfaction and customer loyalty. In the electrical system maintenance service business in Bangkok and its vicinity and 2) to study factors of customer relationship management, service quality and satisfaction That affect customer loyalty In the business of electrical system maintenance services in Bangkok and its vicinity, quantitative research methods are used. The research sample was 200 electrical maintenance service users in Bangkok and suburbs, sampled on a stratified basis. The research instruments were questionnaires, statistics used in data analysis consisted of frequency, percentage, mean, standard deviation. Multiple regression analysis The results showed that 1) customer relationship management level. Service quality, satisfaction and customer loyalty are at a high level. 2) Customer relationship management factor (X1), service quality (X2), satisfaction (X3), 74.30% prediction of variations in customer loyalty in the electrical system maintenance business in Bangkok and its vicinity. It can be presented as a tot equation Ytot = .545 + .777 (X1) + .239 (X2) + .154 (X3).