การออกแบบบริการขนส่งแบบควบคุมอุณหภูมิของบริษัทไปรษณีย์ไทย จำกัด ในเส้นทาง 4 จังหวัดภาคเหนือตอนบน

Abstract

The objective of this study is cold chain logistics service design of Thailand Post company limited in four upper northern province routes. The study population consists of 9 business owners who currently use cold chain logistics in the province of Chiang Rai, Phayao, Phrae, and Uttaradit, and a operation management from Thailand Post company limited. Data was collected through in-depth interviews to assess the satisfaction of business owners with the current logistics service company and their additional requirements for cold chain logistic services. Interviews were also conducted with a operation management from Thailand Post Limited to evaluate their ability to provide cold chain logistics service to meet the needs and satisfactions to business owners. The collected data was used to design a service blueprint, starting from the process of receiving goods at customer address to the process of completely receiving goods. The study found that business owners were satisfied with the services provided by other companies which included friendly and informative staff, on-site goods collection, punctual delivery, well-maintained vehicles, and convenient payment options through QR code payment. The areas for improvement identified were expanding the coverage of destination areas nationwide, providing equipment to control temperature during transportation, and ensuring delivery within 3 days (excluding the day of deposit). The study also recommended compensating for any damages that occur during transportation. Based on the study findings, researcher has used the service blueprint to design a cold chain logistics service that aims to meet the needs and ensure the satisfaction of business owners. With seven business owners have confirmed their intention to use cold chain logistics service by Thailand Post company limited, while the remaining two are still considering and comparing the service quality with other logistic companies they currently use.