EFFICIENT LOGISTICS MANAGEMENT AFFECTING CUSTOMERS’ SATISFACTION: A CASE STUDY OF EXPRESS PARCEL SERVICES AT SOUTHEAST ASIA UNIVERSITY

Abstract

The objective was to study the efficient logistics management affecting the customers’ satisfaction on the express parcel services available at Southeast Asia University. The data collection was undertaken by using questionnaires. The sample was full-time lecturers, personnel, and students of 374 persons. The researcher has determined the method of random sampling based on the concept of Taro Yamane (Yamane, 1973). Acceptance of sampling errors is 0.05. The data was then analyzed by using t-test, F-test, One-Way ANOVA and Multiple Regression Analysis. It was found that: 1. The customers’ satisfaction level on the express parcel services available at Southeast Asia University was at high level on all aspects.  The highest one was pricing aspect (=4.19), personnel aspect (=4.15) and services aspect (=4.14) respectively. 2. On components of efficient logistics management on the express parcel services available at Southeast Asia University, it was found that the opinion on efficient logistics management was at high level on all aspects.  The highest aspect was on time delivery aspect at (= 4.13), the sending to the correct address and receiver aspect, and the suitable costs aspect were at the same level at (=4.09), on logistic management at (= 4.07) and on the logistic without missing or damages at (= 4.05) respectively. 3. On components of efficient logistics management affecting the customers’ satisfaction on the express parcel services available at Southeast Asia University, it was found that the components of efficient logistics management were the correct delivery, logistic without missing or damages, the sending to the correct address and receiver, on time delivery aspect and suitable costs aspects affected to the customers’ satisfaction at 78.80 percent (R² = 0.785) and at statistical significant level of 0.05.  The most efficient variables were on the sending to the correct address and receiver (Beta = .308), on time delivery (Beta=.264), suitable costs (Beta = .242), on the logistic without missing or damages (Beta=.223) and on the correct logistic management (Beta = .110) respectively.