ASSESSMENT OF CUSTOMER SATISFACTION IN THE DELIVERY SERVICE : A CASE OF AT EAST DESIGN COMPANY LIMITED

Abstract

This research is the mix-methods between quantitative research and qualitative research. The objectives are 1) to study the process of delivery service, 2) to assess customer satisfaction level in delivery service, and 3) to find a way to develop the delivery service of At East Design Co., Ltd. The population is 1641 customers who buy products and use delivery services with At East Design Co., Ltd. The sample group is 327 people using a convenience sampling. Data collection by questionnaire. Statistics used for data analysis were frequency, percentage, mean, standard deviation, t-test, F-test and one-way ANOVA.

          The results found that most of the sample were female, aged 26-35 years, married, graduated with a bachelor's degree, have a small trade or independent occupation, and have an income of 25,001 - 35,000 baht per month. They are satisfied with the overall delivery service of the company at a high level. The highest level of satisfaction is confidence in delivery service, followed by service response aspect, shipping costs, delivery time, and the concrete aspect of the delivery service, respectively. The hypothesis testing results revealed that personal factors, such as age, education level, occupation and income, are different, there were difference in the level of satisfaction in delivery services. For personal factors, such as gender and status, are different, there was no difference in the level of satisfaction in delivery services. Guidelines for increasing the efficiency of delivery services that should be adjected policy and practice. In order to be able to respond to the needs of different customers, make customers satisfied and come back to use the delivery service again.