SERVICE QUALITY THAT AFFECTS THE SERVICE EFFICIENCY OF USERS OF FREIGHT FORWARDING COMPANIES IN SUPHANBURI PROVINCE

Abstract

          The purpose of this research article was to study and compare opinions about the service efficiency of users of freight forwarding companies in Suphanburi Province, classified by demographic factors, and to study service quality that affects the service efficiency of these users. The sample group consisted of 214 users of freight forwarding companies in Suphanburi Province, randomly selected as convenient groups. A questionnaire was used as a tool for data collection. Statistics used to analyze the data included frequency, percentage, mean, and standard deviation, as well as independent t-test, one-way analysis of variance, and multiple regression analysis. The research results found that respondents had different levels of opinion regarding service quality and service efficiency, which overall were at a high level. The results of hypothesis testing indicated that demographic factors, including gender and occupation, influenced opinions regarding the service efficiency of freight forwarding companies in Suphanburi Province. The quality of service, including the service network aspect and customer relationship management, affected the service efficiency of users of these companies, with statistical significance at the 0.05 level and a predictive power of approximately 73.00 percent.