Factors influencing customer retention in the parcel delivery industry

Name: Wu, Zonghong

LCSH: Service industries -- Management

LCSH: Industrial management

LCSH: Customer relations -- Management

Abstract: This research investigates the dynamic landscape of customer retention within the Parcel Delivery Industry, focusing on customers utilizing parcel delivery services. The study aims to achieve two primary objectives: firstly, to comprehensively identify and evaluate the level of Customer Retention. Secondly, to investigate the factors influencing Customer Retention, the research employs a well-structured questionnaire focusing on five critical elements: Technology Adoption, Communication Channel, Online Ordering Experience, Service Quality, and CSR and Sustainability Perception, by analyzing a sample of 385 respondents through a convenience sampling method. Statistical analyses, including mean scores, standard deviation, and regression analysis, provide insights into the nuanced dynamics shaping customer retention. The findings reveal a moderate level of customer retention, with Technology Adoption, Communication Channels, Online Ordering Experiences, Service Quality, and CSR and Sustainability Perception identified as influential factors. All independent variables collectively explain 57.4% of the variation in customer retention

King Mongkut's Institute of Technology Ladkrabang. Central Library

Address: BANGKOK

Email: Lifelong@kmitl.ac.th

Name: Nuttawut Rojniruttikul

Role: Thesis Advisor

Email : nuttawut.ro@kmitl.ac.th

Modified: 2024-11-16

Issued: 2024-11-16

วิทยานิพนธ์/Thesis

application/pdf

eng

DegreeName: Master of Business Administration

Level: Master's Degree

Descipline: Industrial Business Administration

Grantor: King Mongkut's Institute of Technology Ladkrabang

©copyrights King Mongkut's Institute of Technology Ladkrabang

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