Proceedings of ICLT 2022
Service Quality Expectations and Perceptions of a Thai Logistics Service Provider and its Customers
David B. Grant; Ruth Banomyong; Paitoon Varadejsatitwong; Puthipong Julagasigorn
Hanken School of Economics, Helsinki, Finland; Thammasat Business School, Thammasat University, Thailand, Bangkok, Thailand; Center of Excellence in Connectivity, Thammasat Business School, Thammasat University, Thailand; Thammasat Business School, Thammasat University, Thailand, Bangkok, Thailand
International Conference on Logistics & Transport 2022, Krabi, Thailand, pp. 24-28
Abstract
This paper reports on an initial exploratory possess certain expectations before they undertake a phase of a research project investigating logistics service "purchase' or 'service' experience. If their post experience at one Thai logistics service provider perceptions equal their expectations, the experience is understanding expectations and perceptions of various confirmed. On the other hand, if their perceptions are either to ensure customer service and satisfaction lower or higher than expectations, the experience is throughout the supply chain in order to suggest service 'disconfirmed'. Customers will be dissatisfied with the improvements. Extant research has focused primarily on former experience however they might be delighted with the western developed economies and at sector level, however little research has been done in emerging economies or with one firm as a single case. The empirical research Thus, the business imperative for firms is to provide a sufficient customer service experience to confirm comprised a survey of 28 staff at the Thai logistics service expectations, no more no less. The firm's understanding of provider and 51 of its customers about the importance, and customer expectations and their post experience perceptions, their and perceptions, of the service provider's logistics and the firm's capabilities and processes, becomes important service quality. Compared to the Thai logistics service to ensure the 'right level' of customer service to ensure provider, customers believed all logistics service quality customer satisfaction. The challenge is in determining variables were less important to them and considered factors affecting both elements of the paradigm [2]. service provision performance was better. Nevertheless, there were some issues with individual variables. This That paradigm was operationalized as a 'service quality granular approach suggested internal operational changes model' in Parasuraman, Zeithaml and Berry's seminal article for to the Thai logistics service provider address customers' [4], shown in Fig.1, and is commonly referred to as the current perceptions to re-frame their expectations. 'Gaps' model, i.e., the 'gap' between expectations and
Keywords
supply chain; logistics; port; performance; customer service
Citation
David B. Grant; Ruth Banomyong; Paitoon Varadejsatitwong; Puthipong Julagasigorn (2022). Service Quality Expectations and Perceptions of a Thai Logistics Service Provider and its Customers. Proceedings of the International Conference on Logistics & Transport (ICLT 2022), Krabi, Thailand, pp. 24-28.