Service Quality and Service Efficiency Affecting Service Users’ Repurchase Decision of Thailand Post Co., Ltd.

Abstract

The objectives of this study were to study 1) service quality affecting service users’ repurchase decision of Thailand Post Co., Ltd. and 2) service efficiency factors quality affecting service users’ repurchase decision. This study used quantitative research methodology.  The sample were 400 of the users in Thailand Post Co., Ltd. selected by convenience selection.  The instrument was questionnaires.  The data were analyzed by statistics; frequency, percentage, mean and standard deviation, and multiple regression analysis.  The results showed that service quality: concrete of the service, response to customers, confidence of the customer, and knowledge and understanding of the customer affecting service users’ repurchase decision of Thailand Post Co., Ltd.. And service efficiency: adequate service, continuous service, and progressive service affecting service users’ repurchase decision of Thailand Post Co., Ltd., at the statistical significance level of 0.05.