Service Quality of Land Transportation Service Providers Affecting User Attitudes of Industrial Sectors in Rayong Province

Abstract

This research aimed to (1) examine the level of service quality of freight transport providers in Rayong Province, (2) study the satisfaction level of industrial factory customers using land freight transport services in Rayong Province, and (3) investigate the influence of freight transport service quality on the satisfaction of industrial factories in Rayong Province. The sample group in this study consisted of 286 users of land freight transport services from industrial factories in Rayong Province, including managers, supervisors, employees, and business owners. A questionnaire was used as the data collection tool, and the data were analyzed using frequency, mean, and multiple regression analysis.

The research findings revealed that: (1) The overall service quality of land freight transport providers was at the highest level. When considering each aspect in descending order, the highest was service staff, followed by information quality, defect management, service readiness, condition of goods, reliability and service procedures respectively. (2) The overall satisfaction of the industrial factories was also at the highest level. When considering each aspect in descending order, the highest was organizational image followed by perceived value and satisfaction respectively. (3) The factors of reliability and service readiness were the variables with the highest coefficients, indicating their significant importance in enhancing satisfaction and strengthening the organizational image of industrial factories in Rayong Province.