The Customer Satisfaction of Parcel Express Company Rayong Province, Thailand

Thitaphorn  Uragate; Wissawa  Aunyawong; Supamit  Srisawat

Thitaphorn Uragate Suan Sunandha Rajabhat University, Thailand
Wissawa Aunyawong Suan Sunandha Rajabhat University, Thailand
Supamit Srisawat Suan Sunandha Rajabhat University, Thailand

Keywords: Service user satisfaction, Service quality, Service marketing mix (7P's)

Abstract

This research on customer satisfaction with Flash Express delivery services in Mueang Rayong District, Rayong Province, has the following objectives: (1) To examine customer satisfaction with Flash Express delivery services in Mueang Rayong District, Rayong Province; (2) To analyze the impact of service marketing mix factors (7P’s) – product, price, place, promotion, people, process, and physical evidence – on customer satisfaction; and (3) To study service quality factors affecting customer satisfaction, including reliability, assurance, tangibility, empathy, and responsiveness. The study results indicate that (1) variations in service marketing mix factors (7P’s) may influence customer satisfaction with Flash Express delivery services in Mueang Rayong District, Rayong Province; and (2) differences in service quality factors may also impact customer satisfaction with Flash Express delivery services in Mueang Rayong District, Rayong Province.