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

Ha Nam Khanh Giao, Nguyen Thi Anh Thy, Bui Nhat Vuong, Tran Ngoc Tu, Pham Quang Vinh and , Le thi Phuong Lien

No 7xqy5, OSF Preprints from Center for Open Science

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.

Date: 2020-08-07
New Economics Papers: this item is included in nep-tre
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:7xqy5

DOI: 10.31219/osf.io/7xqy5

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