Service Quality Affecting Decision to Repurchase Logistic Services
Keywords:
Keywords: Service quality, Decision to Repurchase, Logistic Service Providers of Mailings and ProductsAbstract
This research aimed to study the service quality and decision to repurchase logistic services provided by Thai Post Company Limited, Kerry Express (Thailand) Company Limited and SCG Yamato Express Company Limited. The data collection tool was the questionnaire and the studied samples were 1,200 customers who used to use mailing services and product delivered from the three companies in the past six months. The results indicated that, for Thai Post Company Limited, the service quality in terms of tangibility and assurance influenced the customers' decision to repurchase the service significantly at p<0.05. Regarding Kerry Express (Thailand) Company Limited, the service quality in terms of reliability and empathy influenced the customers' decision to repurchase the service significantly at p<0.05. In the case of SCG Yamato Express Company Limited, the service quality in terms of responsiveness, assurance and empathy influenced the customers' decision to repurchase the service significantly at p<0.05.
References
Berry,N. & Parasuraman, M. (1990). Delivering quality service, balancing customer perceptions and expectations. New York: A Division of Macmillan.
Buakaew, Nichapat, & Chienwattanasook, Krisada. (2562). Behaviors of Consumers Perception of Quality Perception of Efficiency Affects Service Purchase between Kerry Express and Thai Post. Journal of MCU Nakhondhat, 6(4), June, 2019, 1782-1796.
Chantra-ari, Chaichana, Nami, Mariam & Shoosanuk, Ampon. (2559). The Influence of Service Quality on Trust, Satisfaction and Customer Positive Word of Mouth and Revisit of RAMA II HOSPITAL. Panyapiwat Journal, 8(2), 25-40. Retrieved from https://www.tci-thaijo.org/index.php/pimjournal/article/view/65645
Chienwattanasook, Krisada, & Onputtha, Suraporn. (2017). Discrimination Analysis of Customers Considering Price and Quality in Purchasing Decision Using Service marketing Mix (7P’S) Factors. Journal of Marketing and Management, 4(2), 70-87.
Hwang, Yongcheol, Kim, Kyoung-Hoon, Kim, Kyoung-Hun, & Choung-Soo, Cheon (2013). The Effect to Trust, Satisfaction, Repurchase intention by Logistic Service Quality in Online Shopping. Productivity Review, 27(1), 479-507. ISSN 1225-3553, Korea Productivity Association, doi:10.15843/kpapr.27.1.201303.479
Kheawsimma, Saranrat, & jullobol, Nopnapa. (2560). Factors Influencing Service Satisfaction: Siriraj Hospital, Jhulalongkorn Hospital, and Ramathibodi Hospital. Nakhon Pathom: Rajamangala University of Technology Rattanakosin. 684-695.
Luo, Hanyang, Yu, Yanan, Huang, Wei, Cai, Zhiwei, & Chen, Yun (2017). Impact of service recovery quality on consumers' repurchase intention: The moderating effect of customer relationship quality. 2017 International Conference on Service Systems and Service Management, IEEE, doi:10.1109/icsssm.2017.7996204
Prachachat Thurakij. (2561). “Kerry” The high Race, Announcing a revision of the investment plan for the year 2018 to add a total of close to 2,000 million after the total Q1 service. Retrieved from: https://www.prachachat.net/economy/news-136473 [March, 28, 2018]
Parasuraman, A., Zeithaml, V.A & Berry, L.L (1990). The customer view of service quality. New York: Free Press.
Parasuraman, A., Zeithaml, V.A & Berry, L.L (1998). SERQUAL: A multiple - item scale for measuring customer perceptions of service quality. Journal of Retailing, 64, 12 - 40.
Thansettakij. (2561). Logistics Boom!! 'Big name' scramble 30 billion cake. Retrieved from: https://www.thansettakij.com/content/281379 [May, 15, 2018]
Thongyam, Pawinee. (2560). The Importance of Service Quality for Business Success. Kasem Bundit Journal, 18(1), 219-232.
Wang, Xuehua (2011). The Effect of Unrelated Supporting Service Quality on Consumer Delight, Satisfaction, and Repurchase Intentions. Journal of Service Research, 14(2), 149-163. ISSN 1094-6705, SAGE Publications, doi: 10.1177/1094670511400722
Downloads
Published
How to Cite
Issue
Section
License
ทัศนคติ ความคิดเห็นใด ๆ ที่ปรากฏในวารสารเกษมบัณฑิตฉบับนี้เป็นของผู้เขียน โดยเฉพาะ มหาวิทยาลัยเกษมบัณฑิตและบรรณาธิการ ไม่จำเป็นต้องมีความเห็นพ้องด้วย
