Factor Analysis of Quality Factor of Logistics Services of Private Logistics Provider in Bangkok Influencing Re-Purchase Decisions Through Online Channels
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Abstract
This research aimed to investigate the factors that influence the choice of logistics services offered by private logistics providers and their impact on customers' decision to repurchase online products in Bangkok in the post-COVID-19 pandemic context. The sample consisted of 400 private logistics service users in Bangkok. Exploratory factor analysis was used to extract five factors influencing satisfaction with logistics services: 1) image and professionalism, 2) service trust, 3) quick response, 4) service heart, and 5) customer attention to detail. Binary logistic regression analysis was then used to examine the influence of these factors on customers' online repurchase decisions. The study found that image and professionalism, service trust, and quick response significantly influence customers' decision to repurchase online. Based on the findings, logistics service providers should cultivate a positive service image in customers' perception through reliable transportation quality and fast delivery services to encourage repeat usage in the future. This research is limited by its cross-sectional design, which examines customer needs that may change over time in different contexts, and the study area is confined to Bangkok.
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