Service Quality, Satisfaction and Customers’ Revisit of Service Usage in Songkhla Thailand Posts

This study aimed to investigate an influence of service quality on customers’ satisfaction and revisit for service usage of the Thailand Posts in Songkhla province. This study used a questionnaire to collect data. There were 400 customers who have been used service given in the target post offices responded to the questionnaire. The Partial Least Squares Structural Equation Modelling (PLS-SEM) was used to analyse the data. The results revealed that service quality including tangibles, assurance, responsiveness, and empathy showed a significant effect on customers’ satisfaction. The findings also reported that customers’ satisfaction showed a significant impact on customers’ revisit for service usage. The results of the present study were useful for the Thailand posts to understand the relevant factors affecting customers’ satisfaction and revisit for service usage as well as to develop effective marketing strategies.

Keywords:

service quality , satisfaction , revisit of service usage , Thailand posts