The Effects of Changing Societal Patterns Due to COVID-19 on the Thai Logistics Industry

Abstract

          This academic paper is commissioned to explore the phenomenon of societal changes during the spread of the novel coronavirus (COVID-19), which has posted some implications on customer demand and consumer behaviours in the logistics industry for couriers, postal services, and food delivery providers in the context of Thailand. The study utilizes descriptive analysis of prerequisite qualitative data through the lens of customer service and customer needs. The outcome displays that as a result of the implementation of the lockdown measures by the Thai government, strong growth can be witnessed for e-commerce, also posting positive impacts on the operations of couriers and postal service companies. The industry must welcome the winds of change for the novel roles of logistics - becoming more “forefront” in comparison to its past as a mere delivery platform. Thus, high-quality customer service is expected to soon become topical as couriers and postal service providers are more frequently in contact with customers. As for food delivery businesses, strong growth and expansionary efforts can be witnessed in the same period due to mobile phone and internet penetration, changing societal patterns and customer-perceived affordability, and offered convenience. Going forward lies the expectation of logistics playing a major role in supporting the expansionary efforts and customer service. In other words, food delivery agents must be able to exhibit the following to respond to the pressing needs of customers: the ability to deliver accurate and timely packages in acceptable forms; let alone, some implications of customer service.