KMITL

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

Browse

Settings

Author: search.filters.author.Panjakajornsak, VinaiSubject: search.filters.subject.Customer loyalty

Search Results

Now showing 1 - 2 of 2
  • Loading...
    Thumbnail Image
    Some of the metrics are blocked by your 
    consent settings
    Item type:Item,
    An empirical analysis of factors affecting customer loyalty to sea freight forwarders in Thailand
    (2019-01-01)
    Narunart, Teewin
    ;
    Panjakajornsak, Vinai
    Thailand has become one of the world’s most significant production bases and therefore, must rely on international sea transportation to move cargo. The primary goal of this paper is to develop a structural equation model to examine how service quality, relationship quality, and customer satisfaction affect customer loyalty. The study sampled 2,029 subjects— company managers, service users, and freight forwarders—in three specific industries: computer and electronics components, automotive and original equipment, and agricultural products. It deployed quantitative research methods and applied a seven-point rating scale in a structured questionnaire to analyze the relationships among the variables. The findings indicate that service quality affects both customer satisfaction and relationship quality, which ultimately affect customer loyalty.
  • Loading...
    Thumbnail Image
    Some of the metrics are blocked by your 
    consent settings
    Item type:Item,
    Developing and examining a model of perceived quality, perceived value and perceived risk affecting customer loyalty of environmentally-friendly electronic products
    (2016-12-01)
    Marakanon, Lalinthorn
    ;
    Panjakajornsak, Vinai
    Customer perception is a very important factor concerning green marketing management and is viewed as a motivational construct influencing subsequent consumer behaviour. This research uses four constructs i.e. perceived quality, perceived value, perceived risk and customer loyalty in the context of environmentally-friendly electronic products in Thailand. It employs an empirical study using the questionnaire survey method to verify the hypotheses. Data were obtained from 420 consumers who bought and used environmentally-friendly electronic products, particularly mobile phones, computers and laptops, in Thailand. The data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM). The results showed that perceived value and perceived risk had direct effect on customer loyalty while perceived quality had no direct effect on customer loyalty. Furthermore, perceived quality had direct effects on perceived value and perceived risk. The results from the final SEM model are used to confirm the proposed relationships among the variables.