KMITL

Permanent URI for this communityhttps://dspace.kmitl.ac.th/handle/123456789/1

Browse

Settings

Has files: NoSubject: search.filters.subject.Service Quality

Search Results

Now showing 1 - 4 of 4
  • Loading...
    Thumbnail Image
    Some of the metrics are blocked by your 
    consent settings
    Item type:Publication,
    Enhancing Customer Satisfaction in Logistics Services: A Case Study of SF Express Company
    (2025-01-01)
    Qiao, Honglei
    ;
    Rojniruttikul, Nuttawut
    Customer satisfaction plays a pivotal role in the logistics industry, directly impacting a company's reputation and success. In Thailand, SF Express Company strives to meet and exceed customer expectations through its logistics services. This study investigates the factors influencing customer satisfaction in the logistics services of SF Express in Thailand. A structured questionnaire was designed to collect data related to customer satisfaction. The survey encompassed various dimensions, including service quality, trust, pricing, remote assistance, and awareness of sustainability. Data was gathered from approximately 385 customers who had utilized SF Express's services. The multiple linear regression analysis indicated that service quality, trust, pricing, remote assistance, and awareness of sustainability significantly contribute to customer satisfaction. Notably, trust was found to mediate the relationship between service quality and customer satisfaction, highlighting its critical role in enhancing customer perceptions. With an associated R-square value of 0.339, the findings underscore the model's effectiveness in explaining the variance in customer satisfaction. This study offers significant insights into the logistics services provided by SF Express in Thailand, laying the groundwork for improving customer satisfaction. By targeting the identified factors, SF Express can further fortify its position as a customer-centric logistics provider, cultivating trust, loyalty, and sustainable partnerships. Moreover, the implications of this study extend beyond SF Express to encompass the broader logistics sector in Thailand. By addressing the identified factors, logistics companies across the industry can enhance their customer-centric approach, fostering trust, loyalty, and enduring collaborations.
  • Loading...
    Thumbnail Image
    Some of the metrics are blocked by your 
    consent settings
    Item type:Publication,
    Antecedents to Haidilao Hot Pot Restaurant Consumer Loyalty in Bangkok
    (2024-01-01)
    Fan, Hairui
    ;
    Saengnoree, Amnuay
    ;
    Siripongdee, Surapong
    This study's objective was to develop a structural equation model (SEM) of factors influencing consumer loyalty at Bangkok's Haidilao Hot Pot (HHP) Chinese restaurants. The study focused on consumers who visited the Central World Mall and Central Rama 9 Mall branches at least once during June and July 2023. The researchers used stratified random sampling to collect 312 questionnaires from the consumers surveyed. The questionnaire's validity and reliability were ensured through expert evaluation and pilot testing, with Cronbach's alpha values ranging from 0.81 to 0.89. Data were collected via an online questionnaire in both Thai and English and assessed for content validity and reliability. The SEM path analysis was conducted using LISREL 9.10, while SPSS for Windows 21 was used for descriptive statistics. Results indicated that all SEM factors positively influenced consumer loyalty, explaining 63% of the variance. The three most significant factors were service innovation (0.79), service quality (0.64), and service satisfaction (0.61). This study extends the limited post-COVID-19 literature on the Asian food and service sector by validating a comprehensive model of consumer loyalty specific to Chinese hot pot restaurants. It highlights the essential nature of service innovation, quality, and satisfaction in fostering consumer loyalty. The findings provide valuable insights for restaurant industry practitioners, highlighting the need to invest in service innovation and maintain high service quality to enhance customer satisfaction and loyalty. These strategies are essential for sustainable growth and operational improvements.
  • Loading...
    Thumbnail Image
    Some of the metrics are blocked by your 
    consent settings
    Item type:Publication,
    Willingness to Use Self-Service Technologies Similar to Amazon Go at Supermarkets in Thailand
    (2020-04-07)
    Junsawang, Sunisa
    ;
    Chaiyasoonthorn, Wornchanok
    ;
    Chaveesuk, Singha
    Several businesses use self-service technology to help customers check-out and make payment without interacting with a cashier. Amazon also encourages this concept and uses Amazon Go technology on a customer's smartphone which automatically detects a customer profile using Artificial Intelligence. There have been very few studies conducted on self-service technology like Just Walk Out from Amazon Go in Thailand with the purpose of encouraging willingness to use. This paper focuses on a conceptual framework of self-service technology with willingness to use based on Technology Acceptance Model, Customer Satisfaction, Service Quality, Technological Innovativeness, Technology Anxiety at supermarkets in Thailand. Ultimately, this will provide profound insights into factors that influence willingness to use self-service technology at supermarkets in Thailand from the questionnaire which has tested the reliability and validity by using the Cronbach's alpha.
  • Loading...
    Thumbnail Image
    Some of the metrics are blocked by your 
    consent settings
    Item type:Publication,
    The acceptance model toward cashless society in Thailand
    (2019-08-23)
    Chaveesuk, Singha
    ;
    Vanitchatchavan, Prachuab
    ;
    Wutthirong, Phayat
    ;
    Nakwari, Parisgawin
    ;
    Jaikua, Mathin
    The rapid growth of technology allows Thailand into a cashless society in the future. In this study, we have proposed the cashless society acceptance in Thailand, from which all electronic transactions such as purchasing, sales, and the provision of other financial services can be applied. This is the investigation of the UTAUT2 theory that can be more appropriate for the consumers. The UTAUT2 theory is integrated with the service quality (trust and application design), which can be used to examine the acceptance potential of the cashless society acceptance in Thailand. The outcomes of this study will benefit the financial industry in their effort to initiate an extensive online-transactions process in all users, especially in Thailand.