IDEAS home Printed from https://ideas.repec.org/p/pra/mprapa/117627.html
   My bibliography  Save this paper

The Effect of Logistics Services Quality on Consumer Satisfaction in Fresh Food E-Commerce: Evidence from the South of Vietnam

Author

Listed:
  • Phan, The Vinh
  • Huynh, Cong Minh

Abstract

This study aims to explore the impact of five aspects of Logistics service quality on Consumer satisfaction for the fresh food e-commerce in three provinces of the Southern Vietnam, including Ho Chi Minh City, Binh Duong, and Dong Nai. Results show that Personnel contact quality, Delivery quality, and Empathy quality have significantly positive impacts on consumer satisfaction. However, the impact of Information quality and Timeliness quality are not strong significant. Remarkable, Personnel contact quality has the strongest impact on consumer satisfaction in the logistics service quality of fresh food e-commerce. The findings provide: i) logistics firms in the field of fresh food e-commerce with important managerial implications, and ii) researchers with empirical evidence in the research context of an emerging economy.

Suggested Citation

  • 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.
    • Handle: RePEc:pra:mprapa:117627
    as

    Download full text from publisher

    File URL: https://mpra.ub.uni-muenchen.de/117627/1/Phan%20%26%20Huynh%202023.pdf
    File Function: original version
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Nguyen, Minh Tuan & Huynh, Cong Minh, 2022. "The impact of employer branding on job application intention: Evidence from business undergraduates in Vietnam," MPRA Paper 112927, University Library of Munich, Germany.
    2. Dablanc, Laetitia, 2007. "Goods transport in large European cities: Difficult to organize, difficult to modernize," Transportation Research Part A: Policy and Practice, Elsevier, vol. 41(3), pages 280-285, March.
    3. Arvidsson, Niklas, 2013. "The milk run revisited: A load factor paradox with economic and environmental implications for urban freight transport," Transportation Research Part A: Policy and Practice, Elsevier, vol. 51(C), pages 56-62.
    4. 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.
    5. Ho, Thi Thu & Huynh, Cong Minh, 2022. "Green Purchase Intention: An Investigation from Vietnamese Young Consumers," MPRA Paper 112355, University Library of Munich, Germany.
    6. Wei Hong & Changyuan Zheng & Linhai Wu & Xujin Pu, 2019. "Analyzing the Relationship between Consumer Satisfaction and Fresh E-Commerce Logistics Service Using Text Mining Techniques," Sustainability, MDPI, vol. 11(13), pages 1-16, June.
    7. Dhirendra Prajapati & Arjun R Harish & Yash Daultani & Harpreet Singh & Saurabh Pratap, 2023. "A Clustering Based Routing Heuristic for Last-Mile Logistics in Fresh Food E-Commerce," Global Business Review, International Management Institute, vol. 24(1), pages 7-20, February.
    8. Yi Jiang & Polin Lai & Chia-Hsun Chang & Kum Fai Yuen & Sihang Li & Xinchen Wang, 2021. "Sustainable Management for Fresh Food E-Commerce Logistics Services," Sustainability, MDPI, vol. 13(6), pages 1-19, March.
    9. Chen, Ching-Fu & Chen, Fu-Shian, 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists," Tourism Management, Elsevier, vol. 31(1), pages 29-35.
    10. Dam, Duy Duc & Huynh, Cong Minh, 2022. "Factors Influencing Consumers’ Purchase Intention toward Accommodation via Lodging Websites: Evidence from Binh Duong Province of Vietnam," MPRA Paper 113517, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. 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.
    3. 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.

    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. 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.
    2. 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.
    3. 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.
    4. Anna Nagurney & Min Yu & Jonas Floden, 2013. "Supply chain network sustainability under competition and frequencies of activities from production to distribution," Computational Management Science, Springer, vol. 10(4), pages 397-422, December.
    5. Wanjie Hu & Jianjun Dong & Bon-gang Hwang & Rui Ren & Zhilong Chen, 2019. "A Scientometrics Review on City Logistics Literature: Research Trends, Advanced Theory and Practice," Sustainability, MDPI, vol. 11(10), pages 1-27, May.
    6. Meisel, Frank & Thiele, Nicole, 2014. "Where to dispose of urban green waste? Transportation planning for the maintenance of public green spaces," Transportation Research Part A: Policy and Practice, Elsevier, vol. 64(C), pages 147-162.
    7. Marcucci, Edoardo & Gatta, Valerio & Scaccia, Luisa, 2015. "Urban freight, parking and pricing policies: An evaluation from a transport providers’ perspective," Transportation Research Part A: Policy and Practice, Elsevier, vol. 74(C), pages 239-249.
    8. Sijing Liu & Jiuping Xu & Xiaoyuan Shi & Guoqi Li & Dinglong Liu, 2018. "Sustainable Distribution Organization Based on the Supply–Demand Coordination in Large Chinese Cities," Sustainability, MDPI, vol. 10(9), pages 1-25, August.
    9. Dhirendra Prajapati & Arjun R Harish & Yash Daultani & Harpreet Singh & Saurabh Pratap, 2023. "A Clustering Based Routing Heuristic for Last-Mile Logistics in Fresh Food E-Commerce," Global Business Review, International Management Institute, vol. 24(1), pages 7-20, February.
    10. Yi Jiang & Polin Lai & Chia-Hsun Chang & Kum Fai Yuen & Sihang Li & Xinchen Wang, 2021. "Sustainable Management for Fresh Food E-Commerce Logistics Services," Sustainability, MDPI, vol. 13(6), pages 1-19, March.
    11. Heesup Han & Myong Jae Lee & Wansoo Kim, 2018. "Antecedents of Green Loyalty in the Cruise Industry: Sustainable Development and Environmental Management," Business Strategy and the Environment, Wiley Blackwell, vol. 27(3), pages 323-335, March.
    12. Yuhan Ge & Qing Yuan & Yaxi Wang & Keunsoo Park, 2021. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China," Sustainability, MDPI, vol. 13(15), pages 1-19, August.
    13. Zhang Juan, 2020. "Diversification of Factors Influencing Qualitative Evaluation of a Historical and Cultural Destination," Polish Journal of Sport and Tourism, Sciendo, vol. 27(1), pages 33-39, March.
    14. Behiri, Walid & Belmokhtar-Berraf, Sana & Chu, Chengbin, 2018. "Urban freight transport using passenger rail network: Scientific issues and quantitative analysis," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 115(C), pages 227-245.
    15. Bart Neuts & João Romão & Eveline van Leeuwen & Peter Nijkamp, 2013. "Describing the Relationships between Tourist Satisfaction and Destination Loyalty in a Segmented and Digitalized Market," Tourism Economics, , vol. 19(5), pages 987-1004, October.
    16. Pipatpong Fakfare & Walanchalee Wattanacharoensil, 2023. "Low‐carbon tourism for island destinations: A crucial alternative for sustainable development," Sustainable Development, John Wiley & Sons, Ltd., vol. 31(1), pages 180-197, February.
    17. Ermagun, Alireza & Stathopoulos, Amanda, 2018. "To bid or not to bid: An empirical study of the supply determinants of crowd-shipping," Transportation Research Part A: Policy and Practice, Elsevier, vol. 116(C), pages 468-483.
    18. Daniel Martínez-Cevallos & Alejandra Proaño-Grijalva & Mario Alguacil & Daniel Duclos-Bastías & David Parra-Camacho, 2020. "Segmentation of Participants in a Sports Event Using Cluster Analysis," Sustainability, MDPI, vol. 12(14), pages 1-15, July.
    19. Daniele Crotti & Elena Maggi, 2023. "Social Responsibility and Urban Consolidation Centres in Sustainable Freight Transport Markets," Italian Economic Journal: A Continuation of Rivista Italiana degli Economisti and Giornale degli Economisti, Springer;Società Italiana degli Economisti (Italian Economic Association), vol. 9(2), pages 829-850, July.
    20. Nathalia de Castro Zambuzi & Cláudio Barbieri da Cunha & Edgar Blanco & Hugo T.Y. Yoshizaki & Carla D.Rosa Carvalho, 2013. "The Aspects of the Urban Distribution in a Megacity: A Comparison Between São Paulo’s and Boston’s Urban Deliveries," LARES lares_2013_858-1006-1-sm, Latin American Real Estate Society (LARES).

    More about this item

    Keywords

    Logistics service quality; Personnel contact quality; Delivery quality; Information quality; Timeliness quality; Empathy quality; Fresh food; E-commerce; Consumer satisfaction;
    All these keywords.

    JEL classification:

    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • Q02 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - General - - - Commodity Market

    NEP fields

    This paper has been announced in the following NEP Reports:

    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:pra:mprapa:117627. 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: Joachim Winter (email available below). General contact details of provider: https://edirc.repec.org/data/vfmunde.html .

    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.