This research study objective is to determine the relationships and influencing factors on trust and customer satisfaction with the use of outsourcing by Kasikorn Bank. Further analysis is done on the organization’s capacity to produce and market services, reducing investment decision making cost, reducing sales and marketing costs and preparing for likely future change.
Globalization today accelerates information flow which results in constant and dynamic change. To research this change, both Quantitative and Qualitative Research methodologies were applied to a population study of 420 Kasikorn Bank employees. The data collection methods used for Quantitative Research included questionnaires and path analysis using Partial Least Square (PLS-Graph software) whereas Qualitative Research included conducting an in-depth interview with 10 key executives who contributed in establishing corporate policy.
Based on the research results, Quantitative Research has proven to be truthful and confirmed the hypothesis by holding a significance level of p ≤ 0.05, which corresponds to the results of Qualitative Research. It can be found that the factor having the highest positive direct effect is customer satisfaction, whereas the factor having the overall highest positive direct effect is trust. The indicators of re-purchase intention included attitude and behavior of bank employees.
It can be concluded from the study that outsourced employees hired by financial institutions need to build trust among other bank employees which creates better understanding and mutual cooperation. A key to building this trust is reputation. Staff must also have the ability to cope with changing environments and new products as well as respond to other institutional financial services. Outsourcing ultimately affects the performance on the business of the particular financial institution.