Factors Affecting the Customer Loyalty in Parcel Delivery Services of Small and Medium Road Freight Providers in Thailand
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Abstract
This Article aimed to study 1) the Level of factors affecting customer loyalty in parcel delivery services of small and medium road freight providers in Thailand and 2) Factors affecting the customer loyalty in parcel delivery services of small and medium road freight providers in Thailand, the sample was the customer who uses in parcel delivery services of small and medium road freight providers in Thailand amount 385 persons. They were selected by Non-probability sampling and Convenience sampling, the instrument for collecting data was a questionnaire. Data can be analyzed using descriptive statistics and inferential analysis, such as multiple regression analysis. The research results were found as follows;
1) The level of factors of perception of service quality (overall) at a highest average of 4.33, and the level of factors of corporate image (overall) at a high average of 4.35.
2) The level of customer loyalty in parcel delivery services of small and medium road freight providers in Thailand (overall) at a highest average of 4.18.
3) Factors of perception of service quality (overall), and factors of corporate image (overall) that affect the Customer Loyalty in Parcel Delivery Services of Small and Medium Road Freight Providers in Thailand statistically significant (overall) at less than .01 level (Sig. = .000).
Knowledge/findings from this research: The corporate image factor is of the highest importance, affecting trust and differentiation in the market, and the perception of service quality factor affects customer evaluation of trustworthiness and satisfaction, customer loyalty is an important outcome that helps create long-term relationships and sustainability for the organization.
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