FACTORS AFFECTING RELATIONSHIP QUALITY OF CUSTOMERS USING CONSUMER GOODS DELIVERY SERVICES IN THAILAND
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In this dissertation, the researcher develops (1) a causal relationship model of the factors affecting the relationship quality of the customers using consumer goods delivery services in Thailand The researcher investigates (2) the congruence of the causal relationship model of factors affecting the relationship quality of the customers under study with the empirical data. In this quantitative research investigation, a questionnaire was used as an instrument to collect data from full-time employees receiving goods or customers using the services from delivery employees of juristic organizations providing consumer goods delivery services in Thailand, the total being 620 From Convenience Sampling The statistics used in the hypothesis test was the structural equation model analysis.
Findings are as follows: 1) Service quality, delivery flexibility, communication, and delivery performance exhibited a positive influence on customer satisfaction. And quality, delivery flexibility, communication, delivery performance, and customer satisfaction exhibited a positive influence on customer engagement. Customer satisfaction and customer engagement exhibited a positive influence on the relationship quality of the customers using the services. Service quality, delivery flexibility, and delivery performance exhibiting a positive indirect influence on the relationship quality through customer satisfaction and communication did not exhibit an indirect influence on the relationship quality through customer satisfaction. Service quality, delivery flexibility, communication, and delivery performance exhibited a positive indirect influence on relationship quality through customer engagement. 2) The investigation of the congruence of the causal relationship model of factors affecting the relationship quality found that the adjusted structural equation model exhibited congruence with the empirical data at a good level considered from Chi-square (c2) = 196.141, degree of freedom (df) = 336, p-value = 1.000, and relative Chi-square (c2/df) = 0.584. The congruence of the root mean square error of approximation (RMSEA) was 0.000, comparative fit index (CFI) = 1.000, Tucker-Lewis index (TLI) = 1.000, and standardized root mean squared residual (SRMR) = 0.011.
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รณรงค์ พูลพิพัฒน์, สำนักงานนโยบายและยุทธศาสตร์การค้า, กระทรวงพาณิชย์, (2565, 15 เมษายน). จับชีพจรโลจิสติกส์ไทยฉบับเดือน. http://www.tpso.moc.go.th/th/node/11480
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