Factors of Logistics Service Process Influencing Customer Satisfaction Toward Internet Installation Services of Sequential Access Method Company Limited in Pathum Thani Province
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Abstract
This article aimed to study (1) the level of customers’ opinions toward logistics service process factors in various dimensions of service delivery among customers who used internet installation services of Sequential Access Method Company Limited in Pathum Thani Province, (2) the influence of logistics service process factors on customer satisfaction toward internet installation services of Sequential Access Method Company Limited in Pathum Thani Province, and (3) to propose a systematic approach for developing logistics service processes in order to enhance customer satisfaction and service quality in a sustainable manner at both organizational and regional levels This study employed a quantitative research design, using the concepts of Service Logistics Management and Integrated Supply Chain Management as the research framework. The research area was Pathum Thani Province, Thailand. The sample consisted of 300 customers who used internet installation services of Sequential Access Method Company Limited in Pathum Thani Province. The sample size was determined using Yamane’s for The research instrument consisted of one tool, namely a questionnaire. Data were analyzed using descriptive and inferential statistics, including frequency, percentage, mean (), standard deviation (S.D.), correlation analysis, and multiple regression analysis. mula, and the samples were selected using Systematic Random Sampling, based on the customer service registry as the population frame The research results revealed that:
1 Customers’ opinions toward logistics service process factors were at a high level overall (=4.21, S.D.=0.53), particularly in terms of installation planning, scheduling management, coordination processes, and service information management.
2 Logistics service process factors had a positive and statistically significant influence on customer satisfaction at the .05 level, explaining 68.4% of the variance in customer satisfaction (R² = 0.68) Key predictive factors included service planning, resource allocation, and internal organizational coordination.
3 The appropriate development approach should be implemented in a systematic and integrated manner, by integrating organizational structure, work processes, information systems, and human resource management, in order to sustainably enhance service quality and customer satisfaction.
The new body of knowledge derived from this research is the Integrated Service Logistics System Model, which can be applied as a practical guideline for developing service systems in telecommunications service organizations and other technical service businesses, aiming to enhance service quality, customer satisfaction, and long-term organizational competitiveness in a sustainable manner.
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