Efficiency Optimization for the ABC Customer Shuttle Transportation Service

         This study aimed to study the process of the old and new customer shuttle transportation service system of ABC by interviewing and informally observing the company staff. The company staff to be interviewed and informally observed was Department Manager, Control Manager, Operation and Administration staff, and driver. Questionnaires were also distributed to customers using the service; in addition, primary and secondary data were collected from various sources that were inside and outside the organization. The study revealed that, after implementing the management system for Backhaul: routing vehicle operation by identifying clear transporting routes, the Customer Shuttle Transportation Service was more effective; the continuation of trip reduced customer waiting time, and the service utilization increased twice. The identification of stop point for return trip quickly responded to the customers’ demands. The application of the transportation management system helped reduce the route length and fuel used; as a result, the company transportation cost was reduced. Additionally, according to the questionnaire respondent submitted by customers who used the free tourist shuttle service from November 2013 – January 2014, the customers were satisfied with the convenience, vehicle condition, courtesy of driver, and safety service. The ones who most required improvement were the courtesy of the driver and the vehicle condition. This satisfactory service studied by the researcher could help organizations and agencies responsible in this regard by applying the information for improvement of customer relationships to be able to fully facilitate the customers.

Credit : วทัญญู ชูภักตร์

https://so05.tci-thaijo.org/index.php/irdssru/article/view/213871