Logistics Service Quality, Customer Satisfaction, and Loyalty During the COVID-19 Pandemic in Vietnam

• 영문명: Logistics Service Quality, Customer Satisfaction, and Loyalty During the COVID-19 Pandemic in Vietnam
• 발행기관: 한국유통과학회
• 저자명: Xuan Hung NGUYEN Thuy Dương TRAN Phan Hoai Diem VU Yen Chi DINH Thi Mai Huong DUONG
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 9 No.9, 299~307쪽, 전체 9쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2022.10.31

영문 초록

The goal of the study is to examine and assess how the factors of logistics service quality provided by logistics service providers influence customer loyalty and satisfaction in Vietnam. This study employs samples of the Kansei technique. The article’s data was gathered through an online survey of 388 distinct Vietnamese customers who used logistics services before and during the Covid-19 outbreak. After the data was obtained, it was evaluated using SmartPLS 3.0’s Cronbach’s Alpha test and structural equation model (SEM). Staff service quality, operational service quality, and technical service quality are the three factors that determine the quality of logistics services in the study. Out of the 10 proposed hypotheses, research findings show that five are acceptable. The Covid-19 Pandemic in Vietnam had a significant impact on all dimensions, but it had no effect on how satisfied customers were with the logistics service providers. Nevertheless, loyalty is considerably influenced by only one factor, which is customer satisfaction, and customer trust moderates the relationship between these two factors. As a consequence of that, several managerial implications have been proposed to help logistics service providers improve their services to attract and keep Vietnamese customers using their service in the long term.

목차

1. Introduction

2. Literature Review and Theoretical Framework

3. Research Methods

4. Results and Discussion

5. Conclusion and Policy Implication

References

키워드

Logistics Service Quality COVID-19 Pandemic Customer Loyalty Customer Satisfaction Customer Trust