QUALITY OF LOGISTICS SERVICES IN LOADING AND UNLOADING GOODS AT THE PORT OF BULK PROS CO., LTD.

Abstract

            This research aimed to 1) examine the quality of service, 2) assess customer satisfaction levels, 3) compare customer satisfaction based on business establishment data, and 4) investigate the impact of service quality on customer satisfaction in logistics services for cargo handling at the wharf of Bulk Pros Co., Ltd. The sample group comprised 20 establishments selected through a simple random sampling method. Questionnaires were used as the research instrument. Data were analyzed using descriptive statistics, including percentages and averages, as well as inferential statistics, including the F test, one-way ANOVA, and multiple regression analysis using stepwise regression method for variable selection.
            The findings indicated that the quality of service in the logistics operations for cargo handling at Bulk Pros Company Limited was rated at a significantly high level. The establishments, characterized by varying registered capital, business types, employee numbers, and operational durations, exhibited no significant differences in their satisfaction levels regarding the logistics services provided by Bulk Pros Company Limited. Furthermore, the dimensions of timely service and progressive service quality significantly influenced customer satisfaction in utilizing logistics services for cargo handling at Bulk Pros Company Limited, with statistical significance at the .05 level.