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
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Abstract
─ This paper reports on an initial exploratory phase of a research project investigating logistics service quality at one Thai logistics service provider by understanding expectations and perceptions of various actors to ensure customer service and satisfaction throughout the supply chain in order to suggest service improvements. Extant research has focused primarily on 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 comprised a survey of 28 staff at the Thai logistics service provider and 51 of its customers about the importance, and their and perceptions, of the service provider’s logistics service quality. Compared to the Thai logistics service provider, customers believed all logistics service quality variables were less important to them and considered service provision performance was better. Nevertheless, there were some issues with individual variables. This granular approach suggested internal operational changes for to the Thai logistics service provider address customers’ current perceptions to re-frame their expectations. Keywords─ Logistics service quality, Logistics Service provider, Customer service, Customer satisfaction, Thailand possess certain expectations before they undertake a ‘purchase’ or ‘service’ experience. If their post experience perceptions equal their expectations, the experience is confirmed. On the other hand, if their perceptions are either lower or higher than expectations, the experience is ‘disconfirmed’. Customers will be dissatisfied with the former experience however they might be delighted with the latter experience. Thus, the business imperative for firms is to provide a sufficient customer service experience to confirm expectations, no more no less. The firm’s understanding of customer expectations and their post experience perceptions, and the firm’s capabilities and processes, becomes important to ensure
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.