Customer Satisfaction with Less than Container Load Cargo Services in HoChiMinh City;Vietnam

• 발행기관: 한국유통과학회
• 저자명: Ha Nam Khanh GIAO Nguyen Thi Anh THY Bui Nhat VUONG Tran Ngoc TU Pham Quang VINH Le Thi Phuong LIEN
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 7 No.8, 333~344쪽, 전체 12쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2020.08.30

영문 초록

This research has four specific objectives: (1) identifying factors that affect customer satisfaction with less than container load (LCL) cargo services 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 services;and (4) proposing some management implications to improve the quality of LCL cargo services. Researchers interviewed 210 customers who enjoyed the LCL cargo service in HCMC for at least the last six months;using the convenient sampling method. SPSS 20 was used to analyze the reliability of the scale through the Cronbach’s alpha coefficient;then exploratory factor analysis and multiple linear regression analysis were used. The results identified the six factors that influence positively customer satisfaction of LCL cargo services of logistics companies in HCMC;by decreasing importance: service process;image;resource;price;management;and outcomes. The results show that there is no difference in customer satisfaction with LCL cargo services by types of business as well as time of using services. The research suggests some implications for the management of logistics companies in HCMC to enhance customer satisfaction.

목차

1. Introduction

2. Literature Review

3. Methodology

4. Results and Discussion

5. Recommendations and Conclusion

References

키워드

Cargo Services Customer Satisfaction Less Than Container Load (LCL) Logistics Companies