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

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    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.
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    Mobile phone customer loyalty in Thailand: A path analysis case study
    (2017-01-01)
    Pumim, Adilak
    ;
    Srinuan, Chalita
    ;
    Panjakajornsak, Vinai
    Research was reviewed globally from mobile/cellular carriers to develop the six antecedents (customer satisfaction, perceived service quality, customer trust, corporate image, perceived value, and perceived switching costs) contributing to mobile customer loyalty in Thailand. Data were drawn from interviews with 515 Thai mobile users, who were asked about customer satisfaction, service quality perceptions, and customer loyalty. Findings suggest that perceived service quality and value have a direct positive influence on customer satisfaction: if the customer’s perception of service quality and customer satisfaction is high, it has a strong influence on customer loyalty. Additionally, if the perceived service quality is high, it has a direct impact on perceived value and customer satisfaction, in terms of price, value, terms, and reasonable carrier services. Finally, perception regarding switching costs is recognized in non-monetary terms and plays a key role in influencing customer loyalty.
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    A structural relationship model of factors affecting customer loyalty for retail convenience store businesses in Bangkok, Thailand
    (2017-01-01)
    Klankaew, Ratana
    ;
    Panjakajornsak, Vinai
    The objectives of this research were: 1) to develop and verify the structural relationship model of factors affecting customer loyalty for retail convenience store businesses in Bangkok and 2) to study the influence of perceived service quality (PSQ), perceived price (PP), perceived product quality (PPQ) and customer satisfaction (CS) on customer loyalty (CL). The sample group comprised 400 customers, all of whom were selected on the basis of convenience sampling. A rating scale questionnaire with a reliability score between 0.911 and 0.967 was used as the research tool. The data were analysed using confirmatory factor analysis and causal structural model analysis as inferential statistics. The results revealed that the model fit confirms as appropriate (GFI = 0.956 and RMSEA = 0.035) Causal variables were able to explain the fluctuation in loyalty for Bangkok convenience stores at the rate of 72.9%. This loyalty was directly influenced by CS and PSQ.