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Abstract

This study analyzes the factors affecting customer satisfaction about the service quality of businesses operating in the field of logistics, using the case study conducted at Duong Vy company. From the SERVQUAL model of Parasuraman, this study develops a model to measure the satisfaction of logistics service quality which consists of five factors, including (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) tangibles. The study used quantitative methods (linear regression) to analyze data sets collected from 256 customers of Duong Vy to test the research hypotheses. The results show that responsiveness, assurances, and empathy have a positive impact on customer satisfaction. This comes from the characteristics of logistics industries that require assurance and accurate responsiveness. Therefore, the study offers some solutions for Duong Vy as well as the logistics industry to improve the quality of logistics services, such as (1) invest to improve the assessment of tangible value and customer trust; and (2) promote assurance, responsiveness, and empathy to increase customer satisfaction and enhance business efficiency.



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Article Details

Issue: Vol 4 No 3 (2020): Under Publishing
Page No.: Online First
Published: Jul 7, 2020
Section: Research article
DOI: https://doi.org/10.32508/stdjelm.v4i3.649

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Creative Commons License

Copyright: The Authors. This is an open access article distributed under the terms of the Creative Commons Attribution License CC-BY 4.0., which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.

 How to Cite
Tuan, N., & Ly, N. (2020). Factors affecting customers’ satisfaction on service quality – the case of Duong Vy service trading limited company. Science & Technology Development Journal - Economics - Law and Management, 4(3), Online First. https://doi.org/https://doi.org/10.32508/stdjelm.v4i3.649

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