PERCEPTION OF SERVICE QUALITY AFFECTED OVERALL SATISFACTION BY NAKHON RATCHASIMA SMES’ OF OUTSOURCED TRANSPORTATION SERVICE

Main Article Content

เวทยา ใฝ่ใจดี ขวัญกมล ดอนขวา

Abstract

        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.

Keywords

Article Details

How to Cite
ใฝ่ใจดีเ., & ดอนขวาข. (2019). PERCEPTION OF SERVICE QUALITY AFFECTED OVERALL SATISFACTION BY NAKHON RATCHASIMA SMES’ OF OUTSOURCED TRANSPORTATION SERVICE. Panyapiwat Journal, 11(1), 66-78. Retrieved from https://www.tci-thaijo.org/index.php/pimjournal/article/view/185704
Section
Research Article

References

Aumnuaiworachai, K., Huangsuwan, S. & Sommaneeduang, S. (2016). The Customer’s Expectation and Perception of Quality of Air Cargo’s Service at Phuket Airport. Journal of EAU HERITAGE, 10(2), 151-159. [in Thai]
Bhatnagar, R., Sohal, A. S. & Millen, R. (1999). Third Party Logistics Service: A Singapore Perspective. International Journal of Physical Distribution and Logistics Management, 29(9), 569-587.
Boyson, S., Corsi, T. M., Dresner, M. E. & Rabinovich, E. (1999). Managing Effective Third Party Logistics Partnerships: What Does It Take? Journal of Business Logistics, 20(1), 73-100.
Chau, V. S. & Kao, Y. (2009). Bridge over troubled water or long and winding road?: Gap-5 in airline service quality performance measures. Managing Service Quality: An International Journal, 19(1), 106-134.
Cochran, W. G. (1977). Sampling Techniques. NY: John Wiley & Sons.
Heizer, J. & Render, B. (2014). Operations Management: Sustainability and Supply Chain Management. United States: Pearson Education. Institute Small and Medium Enterprises Development. (2016). Defnition of SMEs. Retrieved May
22, 2017, from https://www.ismed.or.th/%E0%B8%99%E0%B8%B4%E0%B8%A2%E0%B8%B2%E0%B8%A1-smes/ [in Thai]
Khaimook, K. (2003). Basic Statistics, Suranaree University of Technology. Bangkok: Namfon Publishing. [in Thai]
Koratdaily. (2012). Korat mass transit system and the tax value. Retrieved October 7, 2017, from https://www.koratdaily.com/blog.php?id=1349 [in Thai]
Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172-198.
Offce of Small and Medium Enterprises Promotion. (2017). Small and Medium Enterprises Promotion Act 2000. Retrieved February 18, 2016, from https://www.sme.go.th/th/index.php/aboutosmep/law/law-osmep [in Thai]
Offce of Transport and Traffc Policy and Planning. (2017). Roadmap Plan and Plan for Public Transport Development in Nakhon Ratchasima Province. Retrieved October 7, 2017, from https://www.korat-publictransport.sut.ac.th/ [in Thai]
Ooi, K. B., Lin, B., Tan, B. I. & Chong, A. Y. (2011). Are TQM practices supporting customer satisfaction and service quality? Journal of Services Marketing, 25(6), 410-419.
Pakdee, P. (2013). The differences between expectation and cognition to the quality of services by the customer towards The Chumphon Airport. Master of Business Administration Program, University of the Thai Chamber of Commerce. [in Thai]
Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of marketing, 49, 41-50.
Petchroj, L., Aungsuchot, S. & Chamniprasart, A. (2005). Statistic for Research and SPSS Application Techniques. Bangkok: Rawin Printing Group of Thailand. [in Thai]
Poosi-on, S. (2011). Application of SPSS to analyze research data (No.5). Mahasarakham: Mahasarakham University Publisher. [in Thai]
Promrucsa, A. (2012). Leading Outsourcing. Retrieved March 21, 2016, from https://promrucsa-dba04.blogspot.com/2012/10/outsourcing.html [in Thai]
Ratanvaraha, V. & Jaritngam, S. (2011). Transportation Engineering. Songkhla: Chaanmeuang Printing House of Thailand. [in Thai]
Rovinelli, R. J. & Hambleton, R. K. (1977). On the use of content specialists in the assessment of criterion-referenced test item validity. Dutch Journal of Educational Research, 2, 49-60.
Silpcharu, T. (2007). Research and statistics analysis for SPSS Volume 7. Bangkok: V Inter Print Company Limited of Thailand. [in Thai]
Sudchid, R. (2012). Meaning of SMEs. Retrieved March 7, 2017, from https://sites.google.com/site/ratchadamat/khwam-hmay-khxng-thurkic-sme [in Thai]
Tavakol, M. & Dennick, R. (2011). Making sense of Cronbach’s alpha. International Journal of
Medical Education, 2, 53-55.
Theprat, T. (2012). Outsourcing. Retrieved March 21, 2016, from https://thidarat00.wordpress.
com/2012/03/06/outsourcing/ [in Thai]
Thobtheang, W. (2009). Decision Modeling for Transportation Firms of Modern Trade. Master of Industrial Management Thesis, King Mongkut’s University of Technology North Bangkok.
Yotongyod, M. & Sawassan, P. (2014). Determining sample size for research. Retrieved March 11, 2016, from https://dspace.nstru.ac.th:8080/dspace/bitstream/123456789/1580/3/เอกสารหมายเลข2.pdf [in Thai]
Yuen, K. F. & Thai, V. V. (2015). Service quality and customer satisfaction in liner shipping. International Journal of Quality and Service Sciences, 7(2/3), 170-183.