LOGISTICS SERVICE QUALITY MANAGEMENT AFFECTING DELIVERY PERFORMANCE: A CASE STUDY OF BOONTHAVORN RETAIL CORPORATION PUBLIC COMPANY LIMITED
Keywords:
Logistics Service Quality Management, Performance, Product deliveryAbstract
This research aimed to 1) study the level of quality management in logistics services and delivery performance, and 2) investigate the impact of logistics service quality management on delivery performance at Boonthavorn Retail Corporation Public Company Limited. The research instrument was a questionnaire, and data were collected from a sample of 42 respondents using simple random sampling. The statistical methods employed included percentage, mean, standard deviation, and multiple regression analysis. The results indicated that both logistics service quality management and delivery performance were at a high level. Moreover, logistics service quality management had a significant effect on delivery performance, accounting for 91.0% of the variance. The research findings indicate that knowledge, personnel, and information technology factors significantly influence product delivery efficiency. Conversely, process and quality factors, trust, and communication did not show a statistically significant impact. Therefore, organizations should focus on developing personnel capabilities through training, skills enhancement, and competent development, coupled with the application of logistics technology. This will improve accuracy, speed, and responsiveness to customer needs, leading to enhanced and effective product delivery efficiency.
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