CUSTOMER SATISFACTION WITH A CONTAINER DEPOT IN BANGKOK

Abstract

This study explores the relationship between logistics service quality, service pricing, service location, and customer satisfaction, in the context of a container depot in Bangkok. The research focuses on the depot’s distribution process of outbound empty containers. 100 questionnaires were distributed to current customers. Multiple regression analysis was used to test the four hypotheses. The results indicate that logistics service quality and service location are significantly related to customer satisfaction while the influence of service pricing is not related. The factor that has the highest impact on customer satisfaction is timeliness, followed by order discrepancy handling, order accuracy, ordering procedure, and order quality.