Satisfaction with the Quality of Parcel Delivery Service of Thailand Post Towards Online Shopping

Abstract

The purpose of this study was to study service quality that affect the satisfaction in parcel delivery service of Thailand Post towards online shopping. The sample group of 385 residents used in the study came from people who used parcel delivery service of Thailand Post towards online shopping with using a multi-stage randomized sampling method. The instrument used in this study was a questionnaire. The statistics used in the data analysis were percentage, mean, standard deviation, and multiple regression analysis. The results of the study revealed that service quality in the aspect of responsiveness, reliability and assurance positively influenced customer satisfaction in parcel delivery service with statistical significance at F=43.89. All variables can explain the variability of customer satisfaction in parcel delivery service (R2) accounted for 52.56 percent. While service quality in the aspect of empathy and tangibles did not influenced customer satisfaction in parcel delivery service. When considering multiple regression coefficients in the form of a standard score, the aspect of responsiveness had the highest multiple regression coefficients, followed by reliability and assurance, respectively.

Keywords—Customer satisfaction, Parcel delivery service, Service quality, Thailand Post