Effects of service quality on customer satisfaction of the import-export agents in the central region of Thailand

Main Article Content

Chattharn Limoubpratum
Nuthatai Ounok
Marisa Thespluem

Abstract

The aim of the present research was to study (1) service quality of import-export agents in the central region of Thailand, (2) customer satisfaction with the service offered by the import-export agents in the central region of Thailand, and (3) the relationship between service quality and customer satisfaction with the service offered by the import-export agents in the central region of Thailand. Questionnaire was used as the data collection tool and the research sample comprised of 400 individuals. The results show that the import-export agents in the central region of Thailand offer the highest level of service quality, eliciting high customer satisfaction. The study findings further reveal that tangibility, reliability, responsiveness, and assurance are the key service aspects that positively affect customer satisfaction at the statistical significance level of 0.01.

Downloads

Download data is not yet available.

Article Details

Section
บทความวิจัย

References

Blumberg, B., Cooper, D. R., & Schindler, P. S. (2008). Business research methods (Vol. 2). London: McGraw-Hill Higher Education.
Changwetchay, B. (2018). Service Quality Affecting Passenger Satisfaction offered by Bangkok BTS Skytrain (Master’s Thesis, Bangkok University). Retrieved January 15, 2020, form http://dspace.bu.ac.th/bitstream/123456 789/2844/1/benchapa_chan.pdf
Chaphapha, S. (2017). A study of the way to promote the service qualities of the shipping in accordance with four Sangkhahawatthus. Journal of MCU Social Development, 2(1), 97−108.
Crosby, P. B. (1979). Quality is free: The art of making quality certain (Vol. 94). New York, NY: McGraw-Hill.
Curry, N., & Gao, Y. (2012). Low-cost airlines—a new customer relationship? An analysis of service quality, service satisfaction, and customer loyalty in a low-cost setting. Services Marketing Quarterly, 33(2), 104−118.
Flynn, B. B., Sakakibara, S., Schroeder, R. G., Bates, K. A., & Flynn, E. J. (1990). Empirical research methods in operations management. Journal of Operations Management, 9(2), 250−284.
Jantaraget, T. (2013). The users' satisfaction with the quality of the bus service of the Transport Company Limited at the Saraburi Bus Terminal (Master’s Thesis, Rajamangala University of Technology, Thanyaburi). Retrieved January 11, January 2020, from http://www.repository.rmutt.ac.th/xmlui/bitstream/handle/123456789/779/Binder1. pdf?sequence=1
Kombo, F. (2015). Customer’s satisfaction in the Kenyan banking industry. Journal of International Studies, 8(2), 174−186.
Limounpratum, C., Ounok, N., & Thespluem, M. (2562). Effects of service quality on customer satisfaction of the import-export agents in the central region of Thailand. (Research, Thonburi University).
Millet, J. D. (1954). Management in the public service. New York, NY: McGraw-Hill Inc.
Mongkolratanasiri, S. (2016). User’s satisfaction with the services provided by Bangkok Bank Public Company Limited (Master’s Thesis, Rajamangala University of Technology, Rattanakosin). Retrieved February 3, 2020, from https://www.rmutr.ac.th/e-reserch/
Nimako, S. G., & Mensah, A. F. (2014). Exploring customer dissatisfaction/satisfaction and complaining responses among bank customers in Ghana. International Journal of Marketing Studies, 6(2), 58−71.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perception. Journal of Retailing, 64(1), 12−40.
Patcharawalai, P. (2016). The effect of satisfaction with service quality and image perception of the Bank on consumers’ loyalty to specialized financial institutions (Master’s Thesis, Bangkok University). Retrieved January 23, 2020 from http://library.bu.ac.th/index.php/th/
Rabbani, M. R., Qadri, F. A., & Ishfaq, M. (2016). Service quality, customer’s satisfaction and customer loyalty: An empirical study on banks in India. VFAST Transactions on Education and Social Sciences, 11(2), 1−9.
Rhee, S. K., & Rha, J. Y. (2009). Public service quality and customer’s satisfaction: Exploring the attributes of service quality in the public sector. The Service Industries Journal, 29(11), 1491−1512.
Rungrit, P., & Wisitnitikija, C. (2015). Factors affecting land transport service of World Heart Shipping and Transport Co., Ltd. Journal of Graduate Studies: Suan Sunandha Rajabhat University, 2(2), 102−111.
Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer’s satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), 73−82.
Tengwongwattana, W. (2016). Service quality, price consciousness, brand image, and word of mouth affecting the decision to use private companies’ domestic parcel shipping services of customers in Bangkok (Master’s Thesis, Bangkok University). Retrieved February 9, 2020, from http://dspace.bu.ac.th/bitstream/123456789/ 2111/1/worachanok_teng.pdf
Thairath Newspaper. (2017). Anticorruption by the custom department and freight forwarder organization. Thairath Online. Retrieved March 1, 2020, from https://www.thairath.co.th/content/654907
Vilkait-Vaiton, N., & Papšien, P. (2016). Influence of customer loyalty program on organizational performance: A case of airline industry. Inžinerin Ekonomika, 27(1), 109−116.
Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality, corporate image and customer’s satisfaction towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442−456.
Zameer, H., Wang, Y., Yasmeen, H., & Ahmed, W. (2019). Modeling the role of service quality, customer’s satisfaction and customer loyalty in building service brand equity. International Journal of Asian Business and Information Management (IJABIM), 10(2), 55−72.