Service Quality of Thailand and Lao PDR Logistics Service Providers

Abstract

This study aimed to evaluate the service quality of Logistics Service Providers (LSPs). The samples analyzed included 67 Thai LSPs, 102 Thai Users, 11 Laos LSPs and 12 Laos Users. The data collection was conducted by questionnaires. The analysis of service quality (SERVQAUL) was investigated in 5 dimensions, namely, tangibility, reliability, responsiveness, assurance and empathy. The gaps between the current service quality perceived and the expectation of the users were identified. It was found that Thai LSPs are better than Laos LSPs in all dimensions. However, both Thai and Laos LSPs still cannot satisfy their customer’s expectation. From our in-depth interview, both Laos LSPs and Laos experts noted that it is promising to set up a logistics network between Thai and Laos LSPs.