Success factors in logistics service provision: A case study of a medium-sized logistics service provider

Abstract

The objectives of this study were: 1) to investigate the personal factors affecting the success of logistics services and 2) to investigate organizational factors associated with the success of logistics service provision in a medium-sized logistic service provider. This research employed a survey method. Due to the unknown population size, the sample size was determined using Cochran's formula at a 95% confidence level, yielding a minimum requirement of 385 respondents. To account for potential data loss or non – response, an additional 5% buffer (15 respondents) was included. Consequently, the total sample size for this research consisted of 400 participants. Data were collected using an online questionnaire (Google Forms), distributed through various digital channels, including Line, Facebook, and email. Additionally, QR code were disseminated to facilitate easy access for the target group. The data were analyzed using descriptive statistics, including frequency, percentage, mean, and standard deviation. Furthermore, inferential statistics, specifically analysis of variance (ANOVA) and multiple regression analysis were employed to test the hypotheses. The study found that 1) there were statistically significant differences in logistics service satisfaction among users with different ages, occupations, and average monthly incomes, at the 0.05 significance level. 2) The finding indicated that workload factors had the greatest influence on the success of logistics services, followed by organizational structure, personnel, and technology, respectively. Together, these factors accounted for 60.30% of the variance in logistics service success.