Ấn phẩm:
Performances in Vietnam logistics service industry
Tóm tắt
The proposed model, which is based on innovation theory and the logistics service quality framework, integrates personal contact quality, order fulfillment, information quality and social responsibility, and customer satisfaction to study perceived performances. Data is collected from an online survey through questionnaires was sent to 470 customers who have been using logistics services in Vietnam and 458 valid responses were received. This study discovered that innovation capability has a positive impact on personal contact quality, order fulfillment, information quality and social responsibility. Personal contact quality, order fulfillment, information quality and social responsibility positively affect the customer satisfaction, while customer satisfaction positively affects perceived performances. This study provides insights into the importance of customer satisfaction and perceived performances of customers in the logistics industry and highlights the need for logistics companies to prioritize customer satisfaction and improve their overall performance as well as their competitiveness.
Mô tả
Tác giả
Vo Thi Ngoc Linh MSc
Nguyen Minh Tuan Assoc.Prof.PhD
Nguyen Minh Tuan Assoc.Prof.PhD
Tác giả khác
Người hướng dẫn
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Nhà xuất bản
Học Viện Tài chính
Năm xuất bản
2023
ISSN tạp chí
Nhan đề tập
Từ khóa chủ đề
Innovation capability , Logistics service quality , Perceived performance
Địa chỉ truy cập
Vui lòng sử dụng ứng dụng DRM AOF để đọc tài liệu số
