IDEAS home Printed from https://ideas.repec.org/p/osf/osfxxx/7xqy5_v1.html
   My bibliography  Save this paper

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

Author

Listed:
  • Giao, Ha Nam Khanh
  • Thy, Nguyen Thi Anh
  • Vuong, Bui Nhat

    (Vietnam Aviation Academy)

  • 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_v1, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:7xqy5_v1
    DOI: 10.31219/osf.io/7xqy5_v1
    as

    Download full text from publisher

    File URL: https://osf.io/download/5f31187647928800b985bf86/
    Download Restriction: no
    File URL: https://libkey.io/10.31219/osf.io/7xqy5_v1?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. 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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Li, Yung-Ming & Lee, Yi-Lin, 2010. "Pricing peer-produced services: Quality, capacity, and competition issues," European Journal of Operational Research, Elsevier, vol. 207(3), pages 1658-1668, December.
    2. Arne Katzmarzik, 2011. "Product Differentiation for Software-as-a-Service Providers," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 3(1), pages 19-31, February.
    3. Rod Mccoll & Yann Truong & Antonella La Rocca, 2019. "Service guarantees as a base for positioning in B2B," Post-Print hal-02326105, HAL.
    4. Ni Du & Qinglan Han, 2018. "Pricing and Service Quality Guarantee Decisions in Logistics Service Supply Chain with Fairness Concern," Asia-Pacific Journal of Operational Research (APJOR), World Scientific Publishing Co. Pte. Ltd., vol. 35(05), pages 1-41, October.
    5. Goode, Sigi & Lin, Chinho & Fernandez, Walter & Jiang, James J., 2014. "Exploring two explanations of loyalty in application service provision," European Journal of Operational Research, Elsevier, vol. 237(2), pages 649-657.
    6. Chia-Wei Kuo & Kwei-Long Huang & Chao-Lung Yang, 2017. "Optimal contract design for cloud computing service with resource service guarantee," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 68(9), pages 1030-1044, September.
    7. 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.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:osf:osfxxx:7xqy5_v1. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: OSF (email available below). General contact details of provider: https://osf.io/preprints/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.