THE EFFECT OF SERVICE QUALITY TO CUSTOMERS’ SATISFACTION USING SHIPPING COMPANY IN BANGKOK

Abstract

The objective of this independent study was to study the service quality affected on customers’ satisfaction using shipping company in Bangkok which divided by the factors as (1) Tangibles, (2) Credibility, (3) Responsiveness, (4) Reliability, and (5) Understanding to customer. The collective data tool used in this research was questionnaire online. The samples were 400 customers who use the shipping company service in Bangkok. Data were analyzed using percentages, mean, standard deviationPearson's product moment correlation coefficient, and the stepwise Multiple Regression analysis. The results of the study found that the overall of the service quality factorsaffected on customers’ satisfaction using shipping company in Bangkok was at a highest level. The factors affected on customers’ satisfaction using shipping company in Bangkok the most were Reliability, Understanding to customer, Credibility, Tangibles, and Responsiveness respectively according to the hypothesis as 59.0% variation of the service quality affected on customers’ satisfaction using shipping company in Bangkok.