Enhancing service quality in Thai freight transportation business: An integrated strategy for service, pricing, technology, coverage, and flexibility

Abstract

This article aims to present approaches for enhancing service quality in the Thai freight transportation business, focusing on an integrated strategy in five key areas: service delivery, pricing, technology, coverage, and flexibility. The study analyzes the current situation of the Thai freight transportation business through SWOT Analysis and PESTEL Analysis, while reviewing concepts and theories related to service quality, in order to propose appropriate strategies for improving service quality. The study finds that enhancing service quality in the Thai freight transportation business requires the integration of strategies in five key areas, emphasizing the use of modern technologies such as AI, IoT, and Big Data to increase service efficiency, alongside personnel development and the creation of a customer-focused organizational culture. Additionally, it recommends that entrepreneurs and policymakers invest in digital technology infrastructure, develop comprehensive training programs, and promote collaboration between the public sector, private sector, and educational institutions to develop curricula and research that meet the needs of the logistics industry. Implementing these approaches will help increase the competitiveness of entrepreneurs and elevate the quality of Thailand's logistics system in the long term.