Guidelines for Efficient Service Operations of Point Express, Bang Len Branch, Nakhon Pathom

Abstract

Efficient service operations are essential for enhancing customer satisfaction and sustaining competitiveness in the courier service industry, particularly in response to increasing demand driven by e-commerce growth. Branch-level service outlets represent the primary interface between service providers and customers; however, empirical evidence on operational efficiency at this level remains limited. This study aims to develop operational guidelines for improving service efficiency at Point Express, Bang Len Branch, Nakhon Pathom. A quantitative research design was adopted. The sample comprised employees and customers of the Bang Len Branch. Data were collected using a structured questionnaire measuring operational procedures, human resource management, service management practices, time and queue management, and efficient service operations. Descriptive statistics were employed to assess perceived efficiency levels, while multiple regression analysis was used to examine the effects of service operation factors on efficient service operations. The results indicated that overall service operations were perceived to be at a high level of efficiency. Among the examined factors, operational procedures demonstrated the highest mean score, followed by service management practices, human resource management, and time and queue management. Regression analysis revealed that all independent variables had a statistically significant positive influence on efficient service operations at the 0.05 level. Operational procedures emerged as the strongest predictor, and the model accounted for 50 percent of the variance in service efficiency. The findings empirically support SERVQUAL, Lean Service, and operations management theories, emphasizing the joint role of process efficiency and human-centered management in enhancing branch-level service performance.