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The objectives of this research are (1) to compare the levels of service quality perception on using outsourced transportation services of small and medium enterprises (SMEs); (2) to study the levels of expectation and perception of SMEs on service quality of outsourced transportation
services; and (3) to analyze factors of service quality perception of SMEs on using outsourced transportation services. This study employed a quantitative research method using a survey questionnaire as the data collecting instrument. The research sample consisted of 110 SMEs in
Nakhon Ratchasima province. Descriptive statistics used for data analysis were the mean and standard deviation, and inferential statistics for data analysis were ANOVA (F-test) and multiple regression analysis.
The comparison results on levels of service quality perception showed that different sectors of SMEs, namely, the manufacturing sector, the wholesale sector, and the retail sector did not significantly differ in their levels of perception of service quality of outsourced transportation
services at the .05 level. In addition, the overall expectation of SMEs was at the high level (X = 4.62), and the overall perception of SMEs was also at the high level (X = 4.47).
The research results showed the tangible factor (β = 0.286) of service quality affected the overall satisfaction at the .05 level, but other factors, namely, reliability factor (β = 0.03), and empathy factor (β = 0.04) did not affect the overall satisfaction. Furthermore, the variability of tangible, reliability and empathy factors caused the overall satisfaction of SMEs to change by 19.6 percent.
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