The Service Quality Influencing on Customer Loyalty of Thailand Post Service in Surat Thani Province
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Abstract
This study aimed to study the service quality and customer loyalty of Thailand post service in Surat Thani province and to study the service quality influencing on customer loyalty of Thailand post service in Surat Thani province. This study is analysed with a quantitative research method. The sampling size was 400 Thailand post customers in Surat Thani province with the non-probability sampling selection. A questionnaire was collected the research data. Data analysis used descriptive statistics, mean, standard deviation and multiple regression analysis. The results of the study found that the overall service quality was at the highest level, ranked from highest to lowest mean, namely, reliability, followed by tangibility, assurance, empathy, and responsiveness, respectively. The overall customer loyalty was at the highest level, ranked from highest to lowest mean, namely, behaviour and attitude, respectively. Five aspects of service quality influencing on customer loyalty of Thailand post service in Surat Thani province results showed that empathy and assurance affecting on the customer loyalty of Thailand post service in Surat Thani province with 0.05, Therefore, Thailand post services in Surat Thani province should focus on assurance and empathy in order to sustain their customer loyalty and maintain its strength as a leader in logistics services provider in Thailand with efficiently and sustainably.
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