Effects of Quality of Logistics Services on Satisfaction and Consumers’ Word of Mouth : A Case Study of Food Delivery Application Business
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Abstract
The goals of the research was to analyze the casual factors of the logistic service quality of the consumer in the food delivery application business, and study the influence of logistics service quality toward the consumers’ satisfaction and the influence of consumers’ satisfaction on the food delivery application business. 30 people who experienced in the food delivery application business from Bangkok was selected as a sample group of this research. The data was analyzed using the descriptive statistics, inferential statistics, and hypothesis testing using a model of structural equations at the level of statistical significance of 0.05. The results showed that logistics service quality in the aspect of information, delivery servicea, and time positively and importantly impacted on the satisfaction and word of mouth significantly at .05 according to the model that showed the acceptable hypothesis (df=2.467, IFI=0.903, GFI=0.906, RFI=0.81, RMSEA=0.07 and CN=250.
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