Increasing Efficiency of Road Transport Services under the Influence of Service Quality and Quality Management from the Perspective of Thai Logistics Service Providers

Abstract

The objectives of this research article are as follows: 1) to identify a linear relationship pattern between service quality factors and quality management factors that impact the efficiency of road freight services, and 2) to establish guidelines for enhancing service quality and quality management in alignment with ISO 9001: 2015 standards to improve the efficiency of shipping services. Mixed research methods, confirmatory factor analysis was used to draw quantitative conclusions and content data was utilized to support our findings. Data collection involved the use of questionnaires and semi-structured interviews with logistics service providers.

The research results revealed that: 1) Service quality had a positive influence on the efficiency of transportation services, with quality management as a key variable, demonstrating a complete influence of 0.683 units. These findings were corroborated by entrepreneurs who prioritized customer service in line with the principles of the 7 Rights of Logistics and adhered to international standards for quality management. 2) To enhance and streamline work processes for greater efficiency, it is imperative to establish a system and mechanism for continuous task monitoring and traceability. This ensured that work is carried out with minimal errors until the completion of the process, delivering accurate and comprehensive services to customers. This systematic approach could be effectively managed within the organization, serving as a critical foundation for successful business operations.