Abstract:
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This research on an evaluation and servqual and customer layalty : a case study of a
private pareel delivery company in chiang mai was carried out with six primary purposes 1) to
study the service quality that influences the satisfaction of corporate users, 2) to study the
service quality that influences the corporate loyalty users, 3) to study the satisfaction that
influences the corporate loyalty users, 4) to study the differences of demographic
characteristics that influence the service quality corporate users, 5) to research the
differences of demographic characteristics that influence the satisfaction corporate users, and
6) to research the differences of demographic characteristics that influence the corporate
loyalty users. The purposive sampling method was used. The four hundred samples were
collected from the users of a private parcel delivery company in Chiang Mai province. The
data were analyzed using frequency percentage mean standard deviation and multiple linear
regression. The results of this study showed that the quality of services, giving service with
confidence, understanding customers' need, and familiarity with customer affects customer
satisfaction. It has a positive influence on the satisfaction of corporate service users. Giving
service with confidence had the most substantial dimension influencing customer
satisfaction, followed by understanding customers' needs and familiarity with customers,
respectively. The service quality dimension, which highly impacts customer loyalty, was staff
responsiveness, understanding customers' needs, familiarity with the customers, and giving
service confidently, respectively. Customer satisfaction showed a positive influence on
customer loyalty. Socioeconomic variables like gender and income level significantly differed
in the level of perception of service quality received. Gender variables also significantly
differed in the level of satisfaction.
Keywords : servqual, satisfaction, layalty
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