Customer perceived value, satisfaction, and behavioral intentions in the logistics industry : a case study of ABC Express Worldwide (Thailand) Co., Ltd.
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AU Journal of Management 10, 2 (July-December 2012), 63-71
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Customer perceived value, satisfaction, and behavioral intentions in the logistics industry : a case study of ABC Express Worldwide (Thailand) Co., Ltd.
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Abstract
Today, customer satisfaction is a key driver of many favorable intentions and behaviors linked to
increased profits, lower operating expenditures, and business success, making it the focal point of business
operations. To achieve high level of customer satisfaction, perceived value has been introduced as a mean of
creating a competitive edge over the competitors by incorporat~ng customers' needs and wants into strategic
practices. The objectives of this research were to identify the key value dimensions consisting of service quality,
price and time & effort that act as the significant antecedents of customer satisfaction, and also to trace the
resulting consequences of satisfaction in the forms of intentions to repurchase and to engage in positive referrals
towards the firm as reflections for customer retention and new business acquisition.
The research samples were 403 medium-sized customers of ABC Co., Ltd. from total population of
2,818 customers. A self-administered questionnaire was used as a mean for data collection. The data was
gathered via phone interviews and emails during January 15, 2012 to February 29, 2012. SPSS was applied
to analyze the relationships among the hypothesized variables.
The findings suggested four dimensions of service quality (availability, reliability, completeness, and
professionalism) and monetary price to be significant predictors of customer satisfaction. In addition, the sig-
nificant influences of customer satisfaction on repurchase intention and word-of-mouth have been confirmed.
The research results have provided implications for service providers to understand and deliver the right value
to the customers, and then become successful as existing customers could be retained and new business
opportunities could be attracted.
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In English ; only abstract in English and Thai.
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