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Sustainable E-commerce Logistics for Customer Satisfaction: Evidence from Vietnam

Author

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  • Nguyen, Phi Dung
  • Huynh, Cong Minh

Abstract

Recent technical development, globalization, and the COVID-19 pandemic have all contributed to an increase in the number of e-commerce logistics activities. However, there has been little investigation on the quality of e-commerce logistics services. This study fills this gap in the existing literature with the evidence from an emerging market like Vietnam, especially in Binh Duong province. It aims to identify the service quality factors of the e-commerce logistics that affect customer satisfaction, such as quality of information, quality of order, delivery quality, price of delivery, and customer service. Results find that: i) customer service has the greatest impact on customer satisfaction; ii) the quality of the order, the quality of the information, and the quality of the delivery come after, respectively; and iii) price of delivery is the final component that has the least impact. Our findings provide useful evidence for businesses in the e-commerce industry in satisfying their customer experiences.

Suggested Citation

  • Nguyen, Phi Dung & Huynh, Cong Minh, 2023. "Sustainable E-commerce Logistics for Customer Satisfaction: Evidence from Vietnam," MPRA Paper 115976, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:115976
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    File URL: https://mpra.ub.uni-muenchen.de/115976/1/MPRA_paper_115976.pdf
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    References listed on IDEAS

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    1. Daeheon Choi & Chune Young Chung & Jason Young, 2019. "Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China," Sustainability, MDPI, vol. 11(20), pages 1-20, October.
    2. Rami Mohammad Al-dweeri & Zaid Mohammad Obeidat & Mohammad Ahmad Al-dwiry & Muhammad Turki Alshurideh & Alaa Mohammad Alhorani, 2017. "The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 92-103, April.
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    4. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
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    6. repec:eme:maj000:02686900310469952 is not listed on IDEAS
    7. Mu-Chen Chen & Chia-Lin Hsu & Li-Hung Lee, 2019. "Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model," IJERPH, MDPI, vol. 16(21), pages 1-23, October.
    Full references (including those not matched with items on IDEAS)

    Citations

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    Cited by:

    1. Phan, The Vinh & Huynh, Cong Minh, 2023. "The Effect of Logistics Services Quality on Consumer Satisfaction in Fresh Food E-Commerce: Evidence from the South of Vietnam," MPRA Paper 117627, University Library of Munich, Germany, revised 14 Jun 2023.
    2. Huynh, Cong Minh & Nguyen, Minh Quoc Bao, 2024. "Factors Influencing Blockchain Adoption in Logistics: A Customer-Centric Study in Vietnam," MPRA Paper 121251, University Library of Munich, Germany.
    3. Huynh, Cong Minh & Vo, Long Kiet, 2023. "The Effects of Dynamic Capabilities on Operational Performance: An Empirical Study from Manufacturing Enterprises in Vietnam," MPRA Paper 119170, University Library of Munich, Germany.
    4. Huynh, Cong Minh & Nguyen, Phan Kim Han, 2024. "Factors Influencing Customers’ Loyalty: An Empirical Study for the Milk Industry in Vietnam," MPRA Paper 120346, University Library of Munich, Germany.
    5. Nguyen, Tan Phat & Huynh, Cong Minh, 2025. "Customer Satisfaction in Home Delivery Service in Vietnam: The Impact of Service Quality, Perceived Value, and the Mediating Role of Trust," MPRA Paper 123201, University Library of Munich, Germany.
    6. Khaled El Sakty & Mohamed Abdelraouf & Samira Allam, 2023. "How Logistics Performance Reshapes The Movement Of Stocks In The Context Of Climate Change?," Business Logistics in Modern Management, Josip Juraj Strossmayer University of Osijek, Faculty of Economics, Croatia, vol. 23, pages 43-62.

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    More about this item

    Keywords

    Customer Satisfaction; Logistics; E-commerce; Online Shopping; Covid 19 pandemic;
    All these keywords.

    JEL classification:

    • B16 - Schools of Economic Thought and Methodology - - History of Economic Thought through 1925 - - - Quantitative and Mathematical
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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