Logistics Service Quality of Container Ports: Perspectives of Logistics Operators in Surat Thani Province
Keywords:
Logistics Service Quality, Container Ports, Customer Satisfaction, Customer Loyalty, Operations Quality, Surat Thani ProvinceAbstract
This study aims to: 1) examine the logistics service quality level of container ports in Surat Thani Province, and 2) analyze the relationships between logistics service quality, customer satisfaction, and customer loyalty. The research employs a quantitative approach, utilizing the logistics service quality framework comprising four dimensions: operations, resources, information, and personal contact. The sample consists of 103 container port service users in Surat Thani Province, including import-export company representatives, freight forwarders (shipping agents), clearing agents (shipping agents), and direct port service operators utilizing three ports: NP Marine Port, ST Port, and Surat Port and Terminal. Data were collected through questionnaires and analyzed using descriptive statistics and multiple regression analysis.
The research findings reveal that: The logistics service quality of container ports in Surat Thani Province is rated at a high level (\bar{X}= 4.09, SD = 0.58). The personal contact dimension received the highest mean score (\bar{X}= 4.15, SD = 0.61), followed by operations (\bar{X}= 4.11, SD = 0.64). The resources and information dimensions yielded equal means (\bar{X}= 4.06), with standard deviations of 0.59 and 0.64, respectively. These assessments represent the perspective of direct service users (customers) to align to analyze relationships with customer satisfaction and loyalty.
All four dimensions of logistics service quality significantly influence customer satisfaction at the 0.01 significance level. Operations quality demonstrates the strongest influence (β = 0.421), followed by information quality (β = 0.319), resources quality (β = 0.146), and personal contact quality (β = 0.143). Furthermore, customer satisfaction exerts a positive influence on container port customer loyalty (β = 0.776), explaining 60.2% of the variance in loyalty.
The novel contribution of this research is the validated influence relationship model demonstrating that operations quality constitutes the most influential factor affecting customer satisfaction (β = 0.421), which serves as a critical driver of port customer loyalty (explaining 60.2% of variance). Consequently, port development strategies should prioritize investments in operational excellence and information quality as primary strategic approaches to achieve sustainable competitive advantage.
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