TO STUDY THE MEASUREMENT INVARIANCE OF SERVICE QUALITY MEASUREMENT MODEL OF LOGISTICS EXPRESS PROVIDERS IN THAILAND: A CASE STUDY OF NIM EXPRESS CO., LTD.

Abstract

This study was designed to analyze the confirmatory second order factors and the invariability of the service quality model of the logistics express provider in the case of the Nim Express Company Limited. The sample of the study was comprised of 205 executives working for the Nim Express Company Limited. The study instrument was a set of self-administered questionnaires. The collected data was analyzed with the help of SPSS. The statistical technique used for the data analysis were percentage, mean, standard deviation, and the confirmatory factor model.

The results of the data analysis were as follows: 1) There was consistency between the confirmatory second order factors of the model and the empirical data as indicated by the following values: c²/df = 0.086 P value = 0.96 RMSEA = 0.00 CFI = 1.00 and SRMR = 0.04. The hypothesis testing indicated that the factors in the model and the observed variables variance from 7 factors and 41 observed variables to 5 important factors and 35 important observed variables left. The factors in descending order of importance were: allies and stakeholders, mission of logistics express provider, professionalism, service areas coverage, and the logistics speediness. 2) The most important factors included partners and allies and stakeholders, mission of logistics express provider, professionalism, and service areas coverage. These four factors of the model could be put in use precisely became there regression coefficients of internal latent variable on external latent variables were very high; that was to say, they were: 0.99, 0.91, 0.82, and 0.79 respectively. As far the logistics speediness was of lend important simply became its regression coefficient of internal latent variables on external latent variables was only 0.64