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Customer satisfaction of less than container load cargo service of Logistics companies in HoChiMinh city

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Listed:
  • Giao, Ha Nam Khanh
  • Thy, Nguyen Thi Anh
  • Vuong, Bui Nhat
  • Tu, Tran Ngoc
  • Vinh, Pham Quang
  • , Le thi Phuong Lien

Abstract

This research has four specific objectives: (1) Identifying factors that affect customer satisfaction of less than container load (LCL) cargo service of logistics companies in HoChiMinh city (HCMC), (2) Measuring the level of impact of the factors, (3) Testing the difference in satisfaction among groups of customers with different characteristics in terms of type of business and time of using LCL cargo service, and (4) Proposing some management implications to improve the quality of LCL cargo services, by interviewing 210 customers who enjoyed the LCL cargo service in HCMC for at least the last 6 months, using the convenient sampling method. SPSS 20 was used to analyze the reliability of the scale through the Cronbach's alpha coefficient, Exploratory factor analysis, Multiple linear regression analysis The result identified the 06 factors that influence positively on customer satisfaction of LCL cargo service of logistics companies in HCMC, by decreasing the importance: Service process, Image, Resource, Price, Management, Outcomes. The results show that there is no difference in customer satisfaction of LCL cargo service by types of business as well as time of using service. The research suggests some management implications to the management of logistics companies in HCMC to enhance the customer satisfaction.

Suggested Citation

  • Giao, Ha Nam Khanh & Thy, Nguyen Thi Anh & Vuong, Bui Nhat & Tu, Tran Ngoc & Vinh, Pham Quang & , Le thi Phuong Lien, 2020. "Customer satisfaction of less than container load cargo service of Logistics companies in HoChiMinh city," OSF Preprints 7xqy5, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:7xqy5
    DOI: 10.31219/osf.io/7xqy5
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    References listed on IDEAS

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    1. Giao, Ha Nam Khanh & Vuong, Bui Nhat, 2020. "Vietnamese Consumer Attitudes towards Smartphone Advertising," OSF Preprints q8rzx, Center for Open Science.
    2. Campos, Domingos Fernandes & Nóbrega, Kleber Cavalcanti, 2009. "Importance and the Zone of Tolerance of Customer Expectations of Fast Food Services," Journal of Operations and Supply Chain Management (JOSCM), Fundação Getulio Vargas, Escola de Administração de Empresas de São Paulo (FGV EAESP), vol. 2(2), December.
    3. Bhargava, Hemant K. & Sun, Daewon, 2008. "Pricing under quality of service uncertainty: Market segmentation via statistical QoS guarantees," European Journal of Operational Research, Elsevier, vol. 191(3), pages 1189-1204, December.
    4. Chen, Kee-Kuo & Chang, Ching-Ter & Lai, Cheng-Sheng, 2009. "Service quality gaps of business customers in the shipping industry," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 45(1), pages 222-237, January.
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