A COURIER COMPANY'S SERVICE PERFORMANCE & CUSTOMER SATISFACTION

Abstract

This research examines the conceptual model of logistic service quality in a courier company in Thailand, and the effect on customer satisfaction, The objective is to provide improvement recommendations to the company. Both exploratory research and survey research were conducted. The target population was the company’s customers, from the time they place an order until the order is received. Import shipments were studied, and there were 277 respondents to a questionnaire. Multiple and simple linear regressions were used to analyze the data. The researcher found that the proposed conceptual model of logistic service quality has a significant influence on customer satisfaction. This will help the company managers to understand the business performance and level of customer satisfaction, in order to improve the service. This will enhance the company’s reputation, help it gain more market share, and help make the company a success.