• Suchaya Jirapawasuth บริหารธุรกิจมหาบัณฑิต บัณฑิตวิทยาลัย มหาวิทยาลัยเกษมบัณฑิต
  • Chinnaso Chinnaso


Service Quality, Domestic Shipping, Decision, Repeat Buying


The objectives of this research article were to: 1) study the service quality, 2) investigate the repurchase decision, 3) compare the repurchase decision classified by personal information, and 4) study factors of service quality influencing the repurchase decision. The samples were 400 customers who had used DHL e-commerce solutions (Thailand) co., ltd more than once. The research tool was questionnaire. The statistics were percentage, mean, t - test, F - test, one - way ANOVA, Pearson Product moment correlation, and multiple regression analysis.

The results showed that the service quality was at a high level and the repurchase decision was also at a high level. The results of the hypothesis testing of personal differences in gender, age, occupation, education level and average monthly income had no effect on repurchase decision. The service quality in the terms of tangibility, assurance and empathy affected the repurchase decision at a moderate level in the same direction with the statistical significance level of .05.


Buakaew, N. (2018). Service Usage Behavior, Received Quality and Received Efficiency Affecting Repeat Service Usage by Comparing between Kerry Express Company Limited and Thailand Post Company Limited. (Master’s thesis). Rajamangala University of Technology Thanyaburi, Pathum Thani

Chienwattanasook, K. (2019). Service Quality Affecting Decision to Repurchase Logistic Services. Kasem Bundit Journal, 20(2), 92-106.

Duangkaew, N. (2017). Factors affecting the selection of transport services of Kerry express company limited in Hua Hin district, Prachuapkirikun. (Master’s thesis). Stamford International University, Bangkok.

Hellier, Geursen, Carr and Richard. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11), 1762–1800.

Iamsakulrat, C. (2015). Logistics Competency Result in Customer Decision Process.

(Master’s thesis). Bangkok University, Bangkok.

Jantaraprawat, S. (2019). Service quality sastisfaction in parcel transportation service of Thailand post affecting on royalty behavior of online selling business in central region. Journal of Administration and Management, 9(1), 59-79.

Kotler, P. & Keller, K.L. (2016). Marketing Management. (15th global ed). England: Pearson Education Limited.

Nettayaphan, T. (2019). Delivery Service Quality of Korchina Freight Thailand Company. Rajabhat Rambhai Barni Research Journal, 13(3), 53-59.

Parasuraman, A. & Berry, L.L. (1985). Administrative Behavior. (4th ed). New York: The Macmillan company.

Prommetjit, K. (2019). Service Satisfaction to Choose Truck Transportation Service of Maxcore Logistics Company Limited. (Master’s thesis). Krirk University, Bangkok.

Sermsirimon, R. (2018). The Influence of Service Quality on Customers’ Decision Making In Using Mass Transit of X Company in Mahasarakham. (Master’s thesis). Bangkok University, Bangkok.

Sittachan, K. (2020). Image, Service Quality and Social Responsibility affecting Customer’s Decision to use a Private Parcel Delivery Company in Bangkok. (Master’s thesis). Bangkok University, Bangkok.

Suksawat M. (2019). Compare parcel delivery services between Kerry express and Thailand post in Muang, Nonthaburi. (Master’s thesis). Dhurakij Pundit University, Bangkok.

Tengwongwattana, W. (2016). Service Quality, Price Consciousness, Brand Image, and Word of Mouth Affecting the Decision to Use Private Companies’ Domestic Parcel Shipping Service of Customers in Bangkok. (Master’s thesis). Bangkok University, Bangkok.

Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31-46.




How to Cite

Jirapawasuth, S., & Chinnaso, C. (2022). SERVICE QUALITY AFFECTING THE REPURCHASE DECISION OF DHL E-COMMERCE SOLUTIONS (THAILAND) CO., LTD.’S DOMESTIC PARCEL SHIPPING SERVICES. Academic Journal Phranakhon Rajabhat University, 13(1), 159–175. Retrieved from



บทความวิจัย (Research Article)