ASSESSMENT OF THE LOGISTICS SERVICE PROVIDER FROM THAILAND TO MYANMAR

Komson  Sommanawat; Chattrarat  Hotrawaisaya

Komson Sommanawat College of Logistics and Supply Chain, Suan Sunandha Rajabhat University, Bangkok, Thailand
Chattrarat Hotrawaisaya College of Logistics and Supply Chain, Suan Sunandha Rajabhat University, Bangkok, Thailand

Keywords: Service Quality, Logistic Service Provider, SERVQUAL

Abstract

The objective of this research is to evaluate the operational efficiency of logisticsservice providers (LSPs) on transportation routes between Thailand and the Republic of theUnion of Myanmar. The study was based on quantitative method study, based on exploratoryresearch design. The questionnaire is used to collect data from 65 LSPs and 10 logisticsservice users. The service quality assessment theory (SERVQUAL) and SWOT analysis areused for analyzing Thai LSPs.The results found that 5 factors (tangibles, reliability, response, assurance, andempathy) of operational efficiency of logistics service providers in service quality assessmenttheory (SERVQUAL) were at a high level. For SWOT (strengths, weaknesses, opportunitiesand threats) analysis, it found that Thai have more experience in routing. Staff, however, haveno language skills, especially English. International trade, moreover, is likely to expand. Theundeveloped rail transport model causes a high overall logistics costs. Thai LSPs can take theresearch results as a guideline for improving and developing more efficient management byfocusing on service reliability in regard to increasing value, accuracy, punctuality, applyinginformation technology system, emphasizing customer’s special needs, and supportinglogistics service flexibility.