THE SERVICE EFFICIENCY OF INTERNATIONAL FREIGHT FORWARDING BUSINESSES IN THE BANGKOK METROPOLITAN REGION

Abstract

This quantitative study aimed to analyze four key factors information systems, service quality, customer relationship management, and customer focus in relation to the service efficiency of international freight forwarding businesses in the Bangkok metropolitan region. Data were collected from 385 Thai respondents aged 20 and above using a questionnaire, based on Cochrane’s sampling formula. Statistical methods included frequency, percentage, mean, standard deviation, and Pearson’s correlation. The findings revealed that all four factors—information systems, service quality, customer relationship management, and customer focus—were positively correlated with service efficiency. Notably, the relationship between information systems and service efficiency was moderate, while the other factors showed stronger associations.