THE SERVICE QUALITY OF J&T EXPRESS TRANSPORTATION SERVICE COMPANY THAT AFFECTS CUSTOMER SATISFACTION

Abstract

This research aims to study 1) The service quality of J&T Express Transportation Service Company, 2)Customer satisfaction, 3)Compare the customer satisfaction of J&T Express transportation services classified by personal information, and 4) Service quality that affects customer satisfaction of J&T Express transportation services by selecting a sample group of 400 people who use J&T Express's delivery services, selected using W.G. Cochran’s formula for an unknown population size. A questionnaire was used as the research instrument, and statistical methods employed for data analysis include percentage, mean, t-test, F-test, One-Way ANOVA, and Multiple Regression Analysis. The study found that most female respondents, less than 31 years old, had an average monthly income of less than 25,001 baht, a high school education or vocational certificate, using the service 1-2 times/week. Parcels forwarded 1-5 times. the quality of delivery service is rated as highly important, and customer satisfaction is also at a high level. The difference in personal information such as age, frequency of service use, and the number of parcels forwarded per time affect the customer satisfaction of J&T Express transportation services with statistical significance at the .05 level. In terms of customer response, trust and understanding, and knowing customers' aspects Influence the satisfaction of service users, which is statistically significant at the .01 level. Based on the findings, it is recommended that J&T Express improve its responsiveness to customers by expanding communication channels and providing clearer information. The company should also ensure that service locations are adequate for customer needs, display clear signage for service points, and strengthen customer trust