Title:
Study on the Customer Satisfaction of International Parcel Delivery Services——A Case Study of Thailand XJB Express
Author:
Sun Lei
Advisor:
Dr. Liao Zhigao
Degree:
Master of Business Administration
Major:
International Business Management
Faculty:
บัณฑิตวิทยาลัย (Graduate School)
Academic year:
2566 (2023)
Published:
The 15th National and International Academic Conference “Creating Shared-Value and Innovation for Sustainability” 18-20 January 2023 (pp.383-394 ) คลิก PDF
Abstract
As an important component of global trade and e-commerce, international parcel delivery services are crucial for meeting the needs of Thai customers and providing good service quality. However, although many studies have focused on the quality and efficiency of international logistics and express delivery services, there is relatively little research on the satisfaction of Thai customers with these services. The purpose of this study is to analyze the overall status of the international parcel delivery service industry, conduct in-depth research, and provide guidance and suggestions for improving the service level of the industry; Study the impact of service quality, logistics efficiency, price fairness, network coverage, and information transparency on overseas customer satisfaction. The main objectives of this paper were: 1)To analyze the overall situation of the international parcel delivery service of XJB express in Thailand. 2)To explore the influence factors of customer satisfaction of the international parcel delivery service of XJB express in Thailand.
In order to conduct in-depth research on the satisfaction of Thai customers with XJB Express Company’s international package delivery services, this study adopted a quantitative research method. Through a questionnaire survey, A total of 350 questionnaires were distributed. Recovered valid questionnaires: 339 copies, Based on a large number of questionnaire real data and literature. A series of questions were provided to Thai customers to obtain their evaluation data on service quality, logistics efficiency, price fairness, network coverage, information transparency, satisfaction, and other aspects. The study found that: 1)XJB Express company has problems such as low selection rate by customers and insufficient business service scope; 2) XJB Express customer satisfaction in Thailand is affected by service quality, logistics efficiency, price fairness, network coverage and information transparency, among which service quality, logistics efficiency and information transparency have significant positive impacts on customer satisfaction, while price fairness and network coverage have significant negative impacts on customer satisfaction.
Keywords: International parcel delivery service, XJB Express, Customer satisfaction
Study on the Customer Satisfaction of International Parcel Delivery Services——A Case Study of Thailand XJB Express
6317195902 SUN LEI 2566 (2023) Study on the Customer Satisfaction of International Parcel Delivery Services——A Case Study of Thailand XJB Express สารนิพนธ์ (Independent Study), Advisor: Dr. Liao Zhigao, ปริญญาโท (Master’s Degree), บัณฑิตวิทยาลัย (Graduate School), Master of Business Administration, International Business Management, Bangkok: Siam University
Academic Year 2023, Graduate School 2023, IMBA, IMBA 2023, Independent Study, Independent Study 2023, Master of Business Administration, Master of Business Administration (International Program) 2023, Master of Business Administration 2023, ปริญญาโท (Master’s Degree), บัณฑิตวิทยาลัย (Graduate School), Master of Business Administration,International Business Management