STUDY OF COORDINATION BETWEEN SATISFACTIONS IN LOGISTICS SERVICE AND CUSTOMERS ENGAGEMENTS TO THE PLASTIC BRAND "INNOPLUS"

Abstract

          The purpose of this study was to understand how the PTT Polymer Marketing Co., Ltd. customers’ satisfaction of the company’s logistics management affected overall relationships between customers and the company.  The study conducted survey from managers and owners of 267 customers which were selected based on simple method of probability sampling.  Data analysis was performed with the use of frequency percentage and mean of deviation.  The differentiation among samples were then analyzed through t-test one-way variance analysis and multiple regression analysis.

          The results showed that the samples’ overall satisfaction level was “excellent”. The samples’ satisfactions can be ranked from highest to lowest as follow: (1) Physical appearance (2) Reliability (3) Assurance (4) Empathy and (5) Responsiveness.  The results also showed that gender, age, educational level, position, and work experience significantly affected customer’s brand’s engagement at the statistic level of 0.05.  On the other hand, the difference in business type did not affect significantly to customer’s engagement.  In addition, the results showed that satisfying customers in these five aspects of logistics management had a significant influence in customer’s engagement.  With this statistics relationship, the satisfaction level in logistics management can be used further to forecast the level of customer’s engagement.