THE LOGISTICS OF TRANSPORTATION AND DISTRIBUTION MANAGEMENT TO IMPROVE CUSTOMER SATISFACTION IN THAILAND LOGISTIC SERVICES
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Abstract
This research is a mixed research and has the following objectives: (1) To survey general data related to organization, transportation, and distribution affecting marketing and levels of satisfaction of logistical service business customers in Thailand, (2) To analyze direct and indirect influence of transportation and distribution affecting marketing, transportation and distribution in relation to sales and levels of satisfaction of logistical service business customers in Thailand, and (3) To seek factorial models of logistical activities in transportation and distribution affecting satisfaction of logistical service business customers in Thailand. The study groups were 400 logistical entrepreneurs. Statistics used in the research were Frequency, Percentage, Means, Standard Deviation, Confirmatory Factor Analysis--CFA, and Structural Equation Model–SEM; and Qualitative Data Analysis using Content Analysis.
The research found that: (1) Most of the sample group were exporters where most entrepreneurs and core merchandises to be transported and distributed were import or export merchandises. The sample groups emphasized on transportation and distribution factors affecting marketing, transportation and distribution in relation to sales. (2) The results of Confirmatory Factor Analysis found that every observable variable was an important factor of a latent variable i.e. transportation and distribution affecting marketing, transportation and distribution in relation to sales and levels of satisfaction of customers in logistical service business in Thailand. And (3) The results of Factor Influence Analysis found that 1) Transportation and distribution affecting marketing, affecting directly and indirectly levels of customers’ satisfaction through transportation and distribution in relation to sales, 2) The results of Seeking for Factorial Models of Logistical Activities in transportation and distribution affecting the satisfaction of customers in logistical service business in Thailand, found that the most important factor was transportation and distribution affecting marketing in promotion, transportation and distribution affecting sales.
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