Service Value of Transportation Service Providers for E-Commerce Products in the New Economy Era: Creativity, Society and Environment

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Suwat Nualkaw, Preecha Wararatchai , Komson Sommanawat, Wissawa Aunyawong


The logistics business is growing in line with the e-commerce business, but the majority of the market share belongs to the large service providers and foreign companies. This research aims to explore critical factors and the model of service value of transportation service providers for e-commerce products in new economy era in the contexts of creativity, society and environment. The study was a mixed-method research. The quantitative study, using questionnaire, was collected the data from 520 samples in Bangkok who have used the internet to place order for goods online. Stratified sampling from five populations comprising school-age, adolescent, working-age, adult and elderly was used in the study. The data was analyzed by structural equation modelling. Then, the qualitative study from 5 in-depth interviews was used to find the guidelines for developing sustainable business performance. The results showed that 1) the significant service value consisted of environmental responsibility (ENV), service convenience (CON), corporate image (IMA), social Responsibility (SOC), Staff Quality (STA), Delivery (DEL), and Efficient Information Handling (INF) and 2) service value directly and indirectly affected the sustainable business performance of e-commerce transportation service providers, with indirect effect of perceived service value. These results could be used to develop the sustainable competitiveness of Thailand small-sized transportation service providers.

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