Factors Affecting Customer Satisfaction in Air Express Delivery Services
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This research article aims to 1) study the satisfaction level of customers using air express delivery services, 2) analyze the relationship between service factors and customer satisfaction, and 3) propose guidelines for developing the quality of air express delivery services. This mixed-method research employed a survey method collecting quantitative data from 400 service users in Thailand using questionnaires as a research instrument and analyzing data with descriptive and inferential statistics. Qualitative data were collected through in-depth interviews with 12 key informants. The results revealed that customers had high satisfaction with air express delivery services, with the highest satisfaction in basic service quality, followed by digital services and communication, respectively. Correlation analysis found that basic service quality, digital services, and communication had a positive relationship with customer satisfaction at a statistical significance level of 0.01. Basic service quality factors had the most significant impact on satisfaction, followed by communication and digital services. These findings lead to recommendations for service quality improvement, suggesting that service providers should prioritize developing speed and accuracy in delivery, improving the stability and user-friendliness of shipment tracking systems, and enhancing response efficiency to customer complaints.
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