Logistics Service Quality Factors Influencing Customer Loyalty to Logistics Service Businesses in Thailand
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Abstract
Logistics is a crucial factor in the economic development of countries around the world. Logistics management is very important for cost reduction for business organizations. Therefore, business organizations at present have tried to reduce logistics cost by outsourcing logistics activities to logistics service providers. Logistics service providers currently are focusing on service quality in order to increase their competitive potential. Thus, the provision of high-quality logistics service and the fostering of long-term good relationships with their customer loyalty base are essential to logistics service providers at present.
In this research investigation, the researchers examine the logistics service quality factors influencing customer loyalty to logistics service businesses in Thailand. The research population consisted of 526 logistics service users who outsourced logistics activities for export using the method of purposive sampling. A questionnaire was used to collect data consisting of demographic data, the perceived logistics service quality of logistics service users, and perceived loyalty. The reliability of the questionnaire was between 0.687 and 0.965. The multiple regression analysis found that logistics service quality factors exhibited an influence on loyalty at a statistically significant level. However, flexibility did not exhibit an influence on loyalty
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เนื้อหาและข้อมูลในบทความที่ลงตีพิมพ์ในวารสารบริหารธุรกิจและสังคมศาสตร์ มหาวิทยาลัยรามคำแหง ถือเป็นข้อคิดเห็นและความรับผิดชอบของผู้เขียนบทความโดยตรง ซึ่งกองบรรณาธิการไม่จำเป็นต้องเห็นด้วย หรือร่วมรับผิดชอบใดๆ
บทความ ข้อมูล เนื้อหา รูปภาพ ฯลฯ ที่ได้รับการตีพิมพ์ในวารสารบริหารธุรกิจและสังคมศาสตร์ มหาวิทยาลัยรามคำแหง ถือเป็นลิขสิทธิ์ของวารสารบริหารธุรกิจและสังคมศาสตร์ มหาวิทยาลัยรามคำแหง หากบุคคลหรือหน่วยงานใดต้องการนำบทความทั้งหมดหรือส่วนหนึ่งส่วนใดไปเผยแพร่ต่อ หรือเพื่อกระทำการใดๆ จะต้องได้รับอนุญาตเป็นลายลักษณ์อักษรจากวารสารบริหารธุรกิจและสังคมศาสตร์ มหาวิทยาลัยรามคำแหง ก่อนเท่านั้น
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