Service Quality and Satisfaction Affecting Decision – Making Process in Parcel Delivery Business Services in Southern Thailand
Article Sidebar
Main Article Content
Abstract
The purposes of this research were to study (1) to study the relationship between service quality and satisfaction of parcel delivery businesses in Southern Thailand, (2) to study the quality of service that affects the decision process to use parcel delivery business in Southern Thailand, and (3) to study the satisfaction that affects the decision process to use the parcel delivery business in Southern Thailand. This study was quantitative research. The data were collected by using a questionnaire. Using a convenience sampling technique, the samples included 385 consumers who have experienced using parcel delivery services in Southern Thailand. The statistics used involved frequency, percentage, means, standard deviations, pearson's correlation and the multiple regression analysis. The results of the study revealed that the perception of service quality was at a high level, the satisfaction with the service of parcel delivery business was at a high level, and the level of opinions in deciding to use the parcel delivery service was also at a high level. Service quality correlated with satisfaction with parcel delivery business in Southern Thailand was found in the same direction. The quality of service that affected the decision to use parcel delivery business services in Southern Thailand was at 88.00 percent. And the satisfaction that affected the decision to use parcel delivery business services in Southern Thailand was at 81.60 percent. Therefore, the decision to use the service in South Thailand was caused by the service quality and the satisfaction towards the parcel delivery service.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
Bunditkul, O. (2020). Parcel delivery in Thailand. https://marketeeronline.co/archives/169839
Department of International Trade Promotion. (2012). Opportunities and directions for trade and investment in Malaysia. Commercial News Agency Department of Export Promotion. (In Thai)
Chaiwat, W. (2020). Parcel delivery business competition trends. https://brandinside.asia/thailand-gdp-2019-2-4-percent-lower-than-analyst-forecast-and-nesdc-view-2020-just-1-5-to-2-5-percent/
Suasuri, T. (2015). Factors influencing service quality. having on trust Satisfaction, word-of-mouth and repeat service of five-star hotel customers. [Master's thesis, Bangkok University]. (In Thai)
Sirawithayawanich, N. (2016). Satisfaction with the service of domestic transport companies Kerry Express in Nong Khaem District. [Master's thesis, Siam University]. (In Thai)
Tengwongwattana, W. (2016). Service quality price awareness brand image and the word of mouth that affects the decision to choose a parcel delivery service of a private company. Within Thailand of consumers in Bangkok. [Master's thesis, Bangkok University]. (In Thai)
Buakaew, N. (2018). Behavior of service use, quality and efficiency received that affect repeat use of services compared between companies Kerry Express Transport Co., Ltd. and Thailand Post Company Limited. [Master's thesis, Rajamangala University of Technology Thanyaburi]. (In Thai)
ChanLiam, K., & Phrommetchit, P. (2020). Satisfaction in trucking business services of Maxcore Logistics Co., Ltd.. [Master's thesis, Krirk University]. (In Thai)
Wang, Zhang, Zhu, & Wang. (2020). The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin,China. https://www.researchgate.net/publication/338469875.
Cochran, W.G. (1977). Sampling techniques (3rd ed). John Wiley and Sons Inc.
Office of the Public Sector Development Commission. (2020). Statistics for production standards. https://std.smp.nso.go.th/Media/Default/nontalee/provincial standards.pdf.