Title:
THE EFFECT OF SERVICE QUALITY ON DELIVERY SATISFACTION IN ONLINE SHOPPING: A CASE STUDY OF RAMKHAMHAENG UNIVERSITY LECTURERS, BANGKOK, THAILAND

Authors:
Nopphong Kerdngern , Peter Rungrueangkan , Sutthathip Kamthornphiphatthanakul and Narintorn Somthong ,Thailand

Abstract:
The aim of this study was to studying in the level of delivery satisfaction (DS), the effect of personal factors and service quality (SQ) on delivery satisfaction in online shopping with the empirical data. The quantitative research was used in this study by survey research that was used collect sample data from 92 Ramkhamhaeng University lecturers. The data analyses were conducted by t-Test, One Way ANOVA and Multiple Regression Analysis (MRA). The results showed that Ramkhamhaeng University lecturers have highest satisfaction. And most of personal factors and service quality factors have effect on delivery satisfaction. Moreover, the results found that the 3 factors of service quality such as tangibles factor, assurance factor and empathy factor have effect on satisfaction (Sig.=0.05) except for the reliability factor and responsiveness factor have not effect on delivery satisfaction