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A Structural Equation Modeling of The Effects of Logistics ServiceQuality on The Customer Satisfaction, Trust and Loyaltyin E-commerce Business |
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| รหัสดีโอไอ | |
| Creator | Kanpitcha Patthanakitthanachot |
| Title | A Structural Equation Modeling of The Effects of Logistics ServiceQuality on The Customer Satisfaction, Trust and Loyaltyin E-commerce Business |
| Contributor | Sawat Wanarat |
| Publisher | Business Administration Kasetsart University |
| Publication Year | 2565 |
| Journal Title | Kasetsart Applied Business Journal |
| Journal Vol. | 16 |
| Journal No. | 14 |
| Page no. | (29-48) |
| Keyword | LogisticServiceQuality,Trust,Satisfaction,Loyalty |
| URL Website | https://so04.tci-thaijo.org/index.php/KAB/about |
| Website title | http://journal.bus.ku.ac.th/ |
| ISSN | 25396250 ONLINE |
| Abstract | Theobjectivesofthisstudyare(1)studylogisticsservicesquality,trust,satisfaction,andloyaltyofserviceusers,(2)studylogisticsservicesqualityandloyaltyofserviceusers,(3)studytransporttrustandloyaltyofserviceusers,and(4)studycustomersatisfactionandloyaltyofserviceusers.Thesamplecomprises400parceldeliveryserviceusers,andanon-probabilitysamplingmethodwasused.ThequestionnaireisaresearchinstrumentforcollectingdataandthedatacollectedwereanalyzeusingaStructuralEquationModel(SEM)basedonIBMSPSSAmosprogramversion22.Theresultsrevealedthat(1)operationlogisticsservicesqualityhasadirectimpactonsatisfactionwiththepathcoefficientat0.73,(2)operationlogisticsservicesqualityhasadirectimpactontheloyaltyofserviceuserswiththepathcoefficientof0.73,(3)satisfactionhasadirectimpactontheloyaltyofserviceuserswiththepathcoefficientat0.58,and(4)trusthasadirectimpactontheloyaltyofserviceuserswiththepathcoefficientat0.16thatwasstatisticallysignificantat0.05.Therefore,fromtheanalysis,itwasfoundthattheorganizationimproveslogisticsservicequalityofoperationlogisticsservicesqualityitshouldpromote,relationshiplogisticsservicesquality,satisfaction,andtrusttoincreasecustomerloyalty. |
