Factors affecting the decision to choose a parcel delivery service with the company Flash Express in Bangkok

Abstract

In the current era of globalization, technology, communication devices, and internet networks have revolutionized the way people connect. These technologies play a crucial role in daily life, encompassing education, entertainment, and business. The rapid growth of technology has transformed trade systems, shifting from traditional brick-and-mortar stores—characterized by high costs and limited customer access—to the expansion of e-commerce via the Internet. This shift reduces costs, enhances efficiency, and broadens customer bases without reliance on distributors and middlemen. (Natpatsaya et al., 2024). Despite its growth, the success of e-commerce relies heavily on effective logistics and transportation management systems. Efficient delivery ensures goods reach customers on time while minimizing costs. However, many organizations still face challenges such as delays and high operational costs due to inadequate systems. Delivery quality remains a critical factor, with customers prioritizing speed, accuracy, and reliable tracking. This study examines factors influencing customer satisfaction with delivery services, focusing on two key areas: Employee performance and problem-solving – Prompt and professional service to address customer issues. Delivery quality and tracking – Accurate, timely deliveries with transparent tracking systems. An analysis of online delivery services in Bangkok reveals overall customer satisfaction to be positive. However, deeper insights highlight these two factors as most impactful. Addressing these areas can enhance customer trust, improve logistics systems, and create competitive advantages for businesses in the growing e-commerce market (Papinda Kammanee, 2022).