COMPARISON OF THE QUALITY SERVICE FACTOR OF LSP AT MYANMAR

Jakkrapun  Kongtana; Chattrarat  Hotrawaisaya

Jakkrapun Kongtana 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, SERVQUAL, Service quality gap

Abstract

This research objectives were to evaluate the service quality of Logistics Service Providers (LSPs) in Myanmar. The samples of this research were 12 Thai LSPs, 50 Thai Users, 5 Myanmar LSPs and 12 Myanmar Users. The data collection was questionnaires with the analysis of service quality (SERVQAUL). There were 5 dimensions, namely, tangibility, reliability, responsiveness, assurance and empathy. The gaps between the current service quality perceived and the expectation of the users was explained and illustrated. It was found that Thai LSPs were better than Myanmar LSPs in namely, reliability and emphaty as Myanmar LSPs were better than Thai LSPs in responsiveness and assurance. It showed that Thai LSPs has to improve the quality service to compete with Myanmar LSPs because of Myanmar laws and policy.