MARKET ORIENTATION AND LOGISTICS SERVICE PROCESS QUALITY: AN EMPIRICAL INVESTIGATION IN THE LOGISTICS SERVICE PROVIDERS IN THAILAND

Abstract

         This article is intended to study service characteristics of logistics service providers (LSPs) in Thailand concerning marketing environment. The first part of this article emphasizes theoretical review on market orientation and logistics service process quality that is essential to logistics service providers. Next, the study is on relationship between quality of logistics service process and level of market orientation of logistics service providers focusing on quality of logistics service process comprising of personnel contact quality, information quality, order accuracy and order procedure of logistics service providers in Thailand. An empirical research was conducted by the method of inferential statistics with 199 samples of logistics service providers in Thailand. The result of the research reveals that market orientation has a positive correlation with quality of logistic service process, personnel contact quality and order accuracy of logistics service providers with different level of market orientation in a statistically significant manner.