Abstract
The purpose of this research is to 1) to study customer satisfaction levels toward the retail delivery business of convenience stores in Yala Province 2) study the effects of the delivery services on retails stores in Yala Province. This is quantitative research employing a questionnaire as a tool to collect data from 400 samples of customers using the delivery services in Mueang District, Yala Province. From the descriptive statistics analysis, the result identifies the profiles of the delivery service customers as follows. 1) 69% female 2) between 60% years old 3) 10,001-20,000 Baht income 4) less than 5 times per week 5) free of charge delivery 60% 6) less than 1,000 Baht spent per month. Results indicated that opinions of customers toward the delivery service of retail business in Yala is highest can be explained as follows. 1) The convenience of gaining services is at the high level with the average value at 4.37 2) The reliability on the service quality is at the high level with the average value at 3.94 3) The speed of delivery is at the high level with the average value at 3.62 4) The accuracy score is high at The accurate quantity of the goods orders with the average value at 3.57, and 5) The satisfaction on the rider service is at the high level with the average value at 3.45 . Statistically, the hypothesis test indicates that the difference in the individual profiles such as gender, age, marital status, education level and profession shows an insignificant impact rate at 0.05 on the opinion toward the retail delivery business.
Highlights
Retail is a business that has been with Thai people for a very long time
1) The convenience of gaining services is at the high level with the average value at 4.37 2) The reliability on the service quality is at the high level with the average value at 3.94 3) The speed of delivery is at the high level with the average value at 3.62 4) The accuracy score is high at The accurate quantity of the goods orders with the average value at 3.57, and 5) The satisfaction on the rider service is at the high level with the average value at 3.45
The retail business is one of the most important businesses to the consumers as it acts as the center of all the goods required by the consumers with various needs depending on each individual, and as a hub providing information on the needs to the manufacturers, and as a key to the economic system of Thailand, as it delivers the goods to the consumers
Summary
Retail is a business that has been with Thai people for a very long time. It directly involves the consumers or end users as they purchase the products or services for consumption purposes, not for sales or reselling. The retail business can be divided into two main categories that are the traditional trade and modern trade. Modern trade can be divided into 5 main categories that are: 1. [5] Despite the adverse effects of COVID-19 in the retail business, but convenience stores still continue to gain revenue and expand new branches The effects impact the overall revenue of the business in 2020 by -10.0% up to -13.6% when compared to 2019. [5] Despite the adverse effects of COVID-19 in the retail business, but convenience stores still continue to gain revenue and expand new branches
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