The Influence of Service Logistics Performance on Customer Satisfaction: A Case Study of the Provincial Electricity Authority, Phra Nakhon Si Ayutthaya Province
Keywords:
Service Logistics Performance, Service Speed, Customer SatisfactionAbstract
This study aimed to (1) examine the goodness-of-fit of a causal relationship model among service speed, information accuracy, and customer satisfaction, and (2) analyze the direct, indirect, and total effects of service logistics performance on customer satisfaction at the Provincial Electricity Authority (PEA), Phra Nakhon Si Ayutthaya Province. This research employed a quantitative approach. The population consisted of service recipients with an unknown size, and a sample of 400 respondents was obtained using convenience sampling. Data were collected using a structured questionnaire and analyzed using descriptive statistics and structural equation modeling (SEM). The results indicated that (1) the proposed causal model demonstrated a good fit with the empirical data, and (2) service logistics performance, particularly service speed, had a positive effect on information accuracy and influenced customer satisfaction both directly and indirectly through information accuracy, resulting in a high total effect. In addition, information accuracy had a significant direct effect on customer satisfaction. The findings highlight that information accuracy plays a crucial mediating role in transmitting the effect of service speed to customer satisfaction. These results provide practical implications for improving service efficiency in public utility organizations.
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