Abstract
During the past ten years, E-commerce has experienced incredible development. However, some conflict in express service quality has occurred, and many customers complain about the problem that happened in the express process. Thus, this research not only tests the relationship between express service quality and customer satisfaction of customers in Thailand but also gives suggestions to solve the conflict of express service quality. This research is quantitative and collects data via a questionnaire. The research will employ multiple regression to figure out the relationship between the Thai Express firms' service quality and customer satisfaction of E-commerce shopping customers in Thailand. It is concluded that all the six dimensions (ordering quality, commodity distribution quality, customized quality, information quality, courier service quality, and error handling quality) positively affect customer satisfaction in Thailand except for Response quality which is not related to customer satisfaction. Finally, based on the experimental results, this paper proposes development suggestions for Thai Express companies.
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