service quality Perceptions, Trust and satisfaction customer toward industrial waste transport service providers
Article Sidebar
Main Article Content
Abstract
This research article aims to study the organizational characteristics of service users, their perception of service quality, their trust in service providers, and their satisfaction with the industrial waste transportation services provided by K.M.W. Transport Company Limited. This is a quantitative study. Data were collected using a one-time survey found that the majority of the sample groups were intermediary organizations/agents in the procurement of transportation vehicles, accounting for 42.0%. The business group of substances that are easily reactive represented 28.2% of the sample. The amount of waste sent for disposal per month was predominantly 101-200 tons, accounting for 32.0%. The study primarily covered the areas of Chonburi province for 32.3%. Moreover, service users' perception of service quality was at a highest level, with an average score of 4.82. Users' trust in service providers was also highest, with an average score of 4.88. Overall, user satisfaction was highest, with an average score of 4.84. The results of hypothesis testing found that different organizational features influence perceptions of the service quality of industrial waste transport providers, specifically the type of organization and the amount of waste. Additionally, these features impact trust in industrial waste transportation service providers, varying by organization type, amount of waste, and location. Satisfaction with industrial waste transportation service providers also differs based on the type of organization. Trust in service providers positively influences satisfaction with industrial waste transportation services, with statistical significance at the 0.05 level.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
บทความที่ปรากฏในวารสารนี้ เป็นความรับผิดชอบของผู้เขียน ซึ่งสมาคมนักวิจัยไม่จำเป็นต้องเห็นด้วยเสมอไป การนำเสนอผลงานวิจัยและบทความในวารสารนี้ไปเผยแพร่สามารถกระทำได้ โดยระบุแหล่งอ้างอิงจาก "วารสารสมาคมนักวิจัย"
References
พระราชบัญญัติโรงงาน พ.ศ. 2535
พระราชบัญญัติการสาธารณสุข พ.ศ. 2535
พระราชบัญญัติส่งเสริมและรักษาคุณภาพสิ่งแวดล้อมแห่งชาติ พ.ศ. 2535
สำนักงานสถิติแห่งชาติ. (2563). สถิติสิ่งแวดล้อมของประเทศไทย พ.ศ. 2563 (ออนไลน์).
สืบค้น 10 มีนาคม 2568 จาก: https://www.nso.go.th/nsoweb/storage/ebook
/2023/20230505213435_61496.pdf. [2567, 5 มีนาคม].statistics_and_indicators?impt_ branch=318.
Fernandez, R.S. & Iniesta-Bonillo, M.A. (2007). The concept of perceived value: A systematic review of the research. Marketing Theory. 7(4), 427-451.
Holbrook, Morris B. (1999). Consumer Value: a Framework for Analysis and Research. London: Routledge.
Kotler, P., & Keller, K. (2009). Marketing management (13th ed.). Pearson Prentice Hall.
Kotler, P. (2003). Marketing Management. N.J.: Pearson. Prentice Hall. National Statistical. (2567).
Lapierre, J. (2000). Customer-perceived value in industrial contexts. Journal of Business & Industrial Marketing. 15(2), 122-145.
Sukcharoen, W. (2016). Consumer behavior (3rd ed.). G. P. Cyber Print. [in Thai]
Ulaga, W. & Chacour, S. (2001). Measuring Customer-Perceived Value in Business Markets.
Yang, Z. & Peterson, R. T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs. Psychology & Marketing. 21(10), 799–822.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing. 52(3), 2-22.
Translates in Thai Reference
Factory Act B.E. 2535 (in Thai)
National Environmental Quality Promotion and Conservation Act B.E. 2535 (in Thai)
National Statistical Office. (2020). Environmental Statistics of Thailand 2020
(Online). Retrieved March 10, 2025 from :https://www.nso.go.th. (in Thai)
Public Health Act B.E. 2535(in Thai)
