The Factor of Service Quality on Customer’s Satisfaction of Freight Forwarder XYZ Sea Transportation Co., Ltd

Abstract

The objectives of this research are 1. to study the service quality level of Freight Forwarder XYZ Sea Transportation Co., Ltd, 2. to study the level of satisfaction of Freight Forwarder XYZ Sea Transportation’s service users, 3 To study the relationship between the quality of service and the satisfaction of the service users of Freight Forwarder XYZ Sea Transportation Co., Ltd. The sample group of this research were 235 customers who received international freight forwarding services from export department. The questionnaire was used as research instrument and data was analyzed by statistic application of percentage, mean, standard deviation, One-way Anova and Pearson correlation analysis.  The result of this research indicated that the overall of service quality was at a high level. Also overall customer satisfaction was at high level. The results of the hypothesis test showed that the service quality factors were related to customer satisfaction of XYZ Sea Transportation Co., Ltd., statistically significant at a level of 0.05.