Factors of Service Quality and Brand Confidence that Affect the Loyalty of Users of Controlled Goods Logistics Systems in the Eastern Economic Corridor
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Abstract
This research title; Service Quality and Brand Confidence Factors Affecting Customer Loyalty in a Controlled Goods Logistics System in the Eastern Economic Corridor (EEC), aimed to examine 1) the level of service quality, brand confidence, and customer loyalty of a controlled-goods logistics system in the Eastern Economic Corridor (EEC), 2) the influence of service quality on customer loyalty of a controlled-goods logistics system in the Eastern Economic Corridor, and 3) the influence of brand confidence on customer loyalty of a controlled-goods logistics system in the Eastern Economic Corridor (EEC). A quantitative research method was used to collect data from 400 operators using the controlled-goods logistics system in the Eastern Economic Corridor (EEC). The research instrument used a rating scale questionnaire. Data were analyzed by calculating percentages, means, and standard deviations. Hypothesis testing was performed using multiple regression analysis. The results revealed that most respondents were female, aged 41-50 years, and working in medium-sized businesses. Customer loyalty, service quality, and brand confidence were at a high level. The results of the hypothesis testing revealed that service quality and brand confidence factors were significantly related to the following factors: It has a statistically significant influence on the loyalty of users of the logistics system for specific controlled goods in the Eastern Special Development Zone at the .01 level.
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บทความที่ปรากฏในวารสารนี้ เป็นความรับผิดชอบของผู้เขียน ซึ่งสมาคมนักวิจัยไม่จำเป็นต้องเห็นด้วยเสมอไป การนำเสนอผลงานวิจัยและบทความในวารสารนี้ไปเผยแพร่สามารถกระทำได้ โดยระบุแหล่งอ้างอิงจาก "วารสารสมาคมนักวิจัย"
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