Browse > Article
http://dx.doi.org/10.13106/jafeb.2020.vol7.no8.333

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

GIAO, Ha Nam Khanh (Faculty of Air Transport, Vietnam Aviation Academy)
THY, Nguyen Thi Anh (Department of Accounting and Finance, Vietnam Aviation Academy)
VUONG, Bui Nhat (Faculty of Air Transport, Vietnam Aviation Academy)
TU, Tran Ngoc (Faculty of Business Administration, Saigon University)
VINH, Pham Quang (Department of Facilities Administration, Saigon University)
LIEN, Le Thi Phuong (Foreign Languages - Informatics Center, University of Banking)
Publication Information
The Journal of Asian Finance, Economics and Business / v.7, no.8, 2020 , pp. 333-344 More about this Journal
Abstract
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.
Keywords
Cargo Services; Customer Satisfaction; Less Than Container Load (LCL); Logistics Companies;
Citations & Related Records
Times Cited By KSCI : 8  (Citation Analysis)
연도 인용수 순위
1 Autry, C., Zacharia, Z., & Lamb, C. (2008). A logistics strategy taxonomy. Journal of Business Logistics, 29(2), 27-51. http://dx.doi.org/10.1002/j.2158-1592.2008.tb00086.x   DOI
2 Bartels, F., Giao, H. N. K., & Ohlenburg, T. J. (2006). ASEAN Multinational Enterprises: A Structural Analysis of Strategic Coherence. ASEAN Economic Bulletin, 23(2), 171-191. DOI: 10.31219/osf.io/eqfuw.   DOI
3 Bhargava, H. K., & Sun, D. W. (2008). Pricing under quality of service uncertainty: market segmentation via statistical QoS guarantees. European Journal of Operational Research, 191(3), 1189-1204. http://dx.doi.org/10.1016/j.ejor.2007.07.013   DOI
4 Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54, 69-82.   DOI
5 Brah, S. A., & Lim, H. Y. (2006). The effect of technology and TQM on the performance of logistics companies. International Journal of Physical Distribution & Logistics Management, 36(3), 192-209. http://dx.doi.org/10.1108/09600030610661796   DOI
6 Breja, S. K., Banwet, D. K., & Iyer, K. C. (2011). Quality strategy for transformation: A case study. The TQM Journal, 23(1), 5-20. http://dx.doi.org/10.1108/17542731111097452   DOI
7 Caceres, R. C., & Paparoidamis N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European Journal of Marketing, 41(7/8), 836-867.http://dx.doi.org/10.1108/0309056071075242   DOI
8 Tse, Y. K., & Tan, K. H. (2011). Managing product quality risk in a multi-tier global supply chain. International Journal of Production Research, 49(1), 139-158. http://dx.doi.org/10.108 0/00207543.2010.508942   DOI
9 Tuyen, N. T. T. (2012). Factors affecting customer satisfaction of logistics service of the logistics companies in HoChiMinh city. Masters thesis, HoChiMinh City, Vietnam: University of Economics HoChiMinh City.
10 Vinh, V. T. (2007). Service quality in maritime transport: conceptual model and empirical evidence, Asia Pacific. Journal of Marketing and Logistics, 20(4), 493-518.
11 Vinh, V. T., & Grewal, D. (2005). Service Quality in Seaports. Australian Maritime College.
12 Vuong, B. N., & Giao, H. N. K. (2019). The impact of brand globalness on consumers purchase intention and the moderating role of consumer ethnocentrism an evidence from Vietnam. Journal of International Marketing, 32(1), 47-68. DOI: 10.1080/08961530.2019.1619115.
13 Zeithaml, V. A., & Bitner, M. J. (2000). Services Marketing: Integrating Customer Focus across the Firm. New York, NY: McGraw-Hill. Irwin.
14 Wirtz, J. (2001). Improving the measurement of customer satisfaction: a test of three methods to reduce halo. Managing Service Quality, 11(2), 99-112. http://dx.doi.org/10.1108/09604520110387239   DOI
15 Zairi, M. (2000). Managing customer satisfaction: a best practice perspective. The TQM Magazine, 12(6), 389-394. http://dx.doi.org/10.1108/09544780010351670   DOI
16 Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and Value: A means-Ends model and synthesis of evidence. Journal of Consumer Marketing, 52(3), 2-22.   DOI
17 Giao, H. N. K. (2018d). Factors Influencing Customer Behavior of Butter Oil Substitute in Vietnam. Journal of Business and Economics, 9(3), 266-274, DOI: 10.15341/jbe(2155-7950)/03.09.2018/005.
18 Giao, H. N. K. (2018a). Vietnamese consumers' attitude on television advertisement of skin care. National Academy of Managerial Staff of Culture and Arts Herald, 4, 486-491. DOI: 10.31219/osf.io/a2bn9.
19 Giao, H. N. K. (2018b). Decision to choose fast food restaurants of the young people in HCMC, Vietnam. National Academy of Managerial Staff of Culture and Arts Herald, 4, 471-485. DOI:10.31219/osf.io/xgv2k.
20 Giao, H. N. K. (2018c). Decision to purchase online airline tickets in Ho Chi Minh City, Vietnam. National Academy of Managerial Staff of Culture and Arts Herald, 4, 459-470. DOI: 10.31219/osf.io/fzh5v.
21 Giao, H. N. K. (2018e). Measuring service quality in construction project management service at AIC Management Co., Ltd. - A dimension-by-dimension analysis. International Journal of Applied Business and Economic Research, 16(1), 165-175. DOI: 10.31219/osf.io/bf5ke.
22 Giao, H. N. K. (2018f). Monographic Book Measuring Service Quality in Vietnam- from the Customers Angle. Hanoi, Vietnam: Finance Publishing. DOI: 10.31219/osf.io/cqh68.
23 Giao, H. N. K. (2018g). Satisfaction and word-of-mouth at the language centers in Vietnam. International Journal of Applied Business and Economic Research, 16(2), 427-433. DOI: 10.31219/osf.io/etvjd.
24 Chung, T. (2019). More than 70% logistics companies concentrate on HoChiMinh City and the nearby areas. Retrieved Jan 20, 2020 from http://tphcm.chinhphu.vn/70-doanh-nghieplogistics-tap-trung-o-tphcm-va-vung-lan-can.
25 Giao, H. N. K. (2018h). Study of the Factors Affecting Customers' Loyalty for Gym Service at K.I.M Center, Vietnam. International Journal of Scientific Engineering and Research, 6(12), 67-76. DOI: 10.31219/osf.io/57g8a.
26 Giao, H.N.K. (2019a). Attitude and Intention to buy VietGAP vegetables of inhabitants in HoChiMinh City. International Journal of Agricultural Economics, 4(3), 125-134. DOI: 10.11648/j.ijae.20190403.16.   DOI
27 Campos, D. F., & Nobrega, K. C. (2009). Importance and the zone of tolerance of customer expectations of fast food services. Journal of Operations and Supply Chain Management, 2(2), 56-71   DOI
28 Chee, Y. W., & Noorliza, K. (2010). Explaining the competitive advantage of logistics service provider: A resource-based view approach. International Journal of Production Economics, 128(1), 51-67. http://dx.doi.org/10.1016/j.ijpe.2009.08.026   DOI
29 Chen, K., Chang, C., & Lai, C. (2009). Service quality gaps of business customers in the shipping industry. Transportation Research Part E, 45, 222-237. http://dx.doi.org/10.1016/j.tre.2008.02.005   DOI
30 Cronin, J. J, Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioural intentions in service environment. Journal of Retailing, 76(2), 193-218   DOI
31 Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: Reexamination and Extension. Journal of Marketing, 56, 55-68.   DOI
32 Dabholkar, P. A. (1995). A contingency framework for predicting causality between customer satisfaction and service quality. In: R. Kardes and M. Sujan (Eds.), Advances in consumer research (pp. 101-108), UT: Association for Consumer Research.
33 Giao, H. N. K. (2020). Customer Satisfaction at Tiki.vn E-Commerce Platform. Journal of Asian Finance, Economics and Business, 7(4), 173-183. https://doi.org/10.13106/jafeb.2020.vol7.no4.173   DOI
34 Dung, V. M. T. (2020). Factors effecting customer satisfaction of less than container load imported cargo service at Ecu worldwide. Masters thesis, Vietnam: Vietnam Aviation Academy.
35 Duyen, B. T. M. (2014). Measuring customer satisfaction of LCL exported cargo service of the LCL companies. Masters thesis, Vietnam: Vietnam Aviation Academy.
36 Giao, H. N. K. (2019b). Customer Satisfaction towards ATM Services: A Case of Vietcombank Vinh Long, Vietnam. Journal of Asian Finance, Economics and Business, 6(1), 141-148. http://doi.org/10.13106/jafeb.2019.vol6.no1.141   DOI
37 Giao, H. N. K. (2019c). Textbook for Master Degree Management of Information System- from the Business Angle. Hanoi, Vietnam: Finance Publishing. DOI: 10.31219/osf.io/uxyw3.
38 Giao, H. N. K. (2019d). The effect of corporate culture on the staff’s commitment in CMC Telecom Vietnam. Science Journal of Business and Management, 7(1), 23-32. DOI: 10.11648/j.sjbm.20190701.14.   DOI
39 Giao, H. N. K., Duong, P. N., & Tu, T. N. (2018). Research on Consumer Behavior of Wine in HoChiMinh City. Global and Stochastic Analysis, 5(8), 111-122. DOI: 10.31219/osf.io/4cvn7.
40 Giao, H. N. K. Vuong, B. N., &d Quan, T. N. (2019). The influence of website quality on consumer's e-loyalty through the mediating role of e-trust, esatisfaction, and perceived enjoyment: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351-370. DOI: 10.5267/j.uscm.2019.11.004.
41 Giao, H. N. K., Hang, N. T. H, Phuong, N. N. D., Vuong, B. N., Tuan, H. Q., Vinh, P. Q., & Tu, T. N., 2020. Textbook for Master Degree Strategic Management - Updated with BSC. Hanoi, Vietnam: Finance Publishing. ISBN: 978-604-79-2372-4
42 Giao, H. N. K., Hoang, C. C., & Vinh, P. Q. (2018). Factor affecting buying decision of Amalie lubricants in Vietnam. Global and Stochastic Analysis, 5(8), 137-150. DOI: 10.31219/osf.io/kgc56.
43 Giao, H. N. K., Kiem, D., Son, L. T., & Dung, T. Q. (2018). Satisfaction of tourists to Hoi An ancient town, Vietnam. Global and Stochastic Analysis, 5(8), 123-136. DOI:10.31219/osf.io/sbjev.
44 Giao, H. N. K., & Lien, L. T. P. (2018). The factors effect the English training at the foreign languages - Informatics Center, University of Banking, HoChiMinh City, Vietnam. Global and Stochastic Analysis, 5(6), 340-352. DOI: 10.31219/osf.io/rnuad.
45 Giao, H. N. K., & Vuong, B. N. (2019). Textbook for Master Degree Research Methods in Business- Updated with SmartPLS. Hanoi: Finance Publishing. DOI: 10.31219/osf.io/hbj3k.
46 Giao, H. N. K., Hoai, A. T., & Vinh, P. Q. (2019). Management of Services Business- From the Angle of Marketing. Hanoi: Communication - Information Publishing. DOI: 10.31219/osf.io/98hrd.
47 Giao, H. N. K., & Ai, T. H. (2012). The Affects of Service Quality on the Loyalty of Customers who Use ADSL in HCMC. Economic Development Review, 256(February), 34-44. DOI: 10.31219/osf.io/ypxfm
48 Giao, H. N. K., & Mo, N. T. H. (2018). Factors influencing consumers' impulse television buying decision at Best Buy Vietnam (BBVN). Global and Stochastic Analysis, 5(6), 353-369. DOI: 10.31219/osf.io/cgz2x
49 Giao, H. N. K., Vuong, B. N., Huan, D. D., Tushar, H., & Quan, T. N. (2020). The Effect of Emotional Intelligence on Turnover Intention and the Moderating Role of Perceived Organizational Support: Evidence from the Banking Industry of Vietnam. Sustainability, 12(5), 1857-1882. DOI: 10.3390/su12051857.   DOI
50 Giao, H. N. K., & Vuong, B. N. (2020). Vietnamese Consumer Attitudes towards Smartphone Advertising. Journal of Asian Finance, Economics and Business, 7(5), 195-204. https://doi.org/10.13106/jafeb.2020.vol7.no5.195   DOI
51 Giao, H. N. K. (2004). Services Marketing- 5 Gaps in Services Quality Model. (Vietnamese). Hanoi, Vietnam: Statistical Publishing.
52 Giao, H. N. K. (2017). Customer Satisfaction and Quality of Vietnam Airline Domestic Services. International Journal of Quality Innovation, 3(1), 1-11, DOI: 10.1186/s40887-017- 0019-4.   DOI
53 Iacobucci, D., Ostrom, A. L., & Grayson, K. A. (1994). The calculus of service quality and customer satisfaction: theoretical and empirical differentiation and integration. In: T. A. Swartz, D. H. Bowen, & S. W. Brown (Eds.), Advances in services marketing and management (Vol. 3), Greenwich, CT: JAI Press.
54 Giao, H. N. K., Trung, B., & Truong, P. Q. (2019). Outbound service quality at Wan Hai Lines. Journal of Asian Finance, Economics and Business, 6(1), 177-185. http://doi.org/10.13106/jafeb.2019.vol6.no1.177   DOI
55 Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. Journal of Strategic Information Systems, 19, 207-228. http://dx.doi.org/10.1016/j.jsis.2010.05.001   DOI
56 Hoang, D., T., Igel, B., & Laosirihongthong, T. (2010). Total quality management (TQM) strategy and organisational characteristics: Evidence from a recent WTO member. Total Quality Management & Business Excellence, 21, 931-951. http://dx.doi.org/10.1080/14783363.2010.487680   DOI
57 Huang, B., Wang, T., & Xue, X. (2012). Service-selecting approach based on domain-specified 'Quality of Service' model and its application in logistics. The Service Industries Journal, 32(9), 1571-1588. http://dx.doi.org/10.1080/02642069.2010.551761   DOI
58 Huang, C. J., & Huang, K. P. (2012). The logistics capabilities scale for logistics service providers. Journal of Information and Optimization Sciences, 33(1), 135-148. http://dx.doi.org/10.1080/02522667.2012.10700139   DOI
59 Jaiswal, A. K. (2008). Customer satisfaction and service quality measurement in Indian call centres. Managing Service Quality, 18(4), 405-416. http://dx.doi.org/10.1108/09604520810885635   DOI
60 Kang, G. D., & James, J. (2004). Service quality dimensions: An examination of Gronroos's service quality model. Managing Service Quality, 14(4), 267-277.
61 Liu, W. H., & Xie, D. (2013) Quality decision of the logistics service supply chain with service quality guarantee. International Journal of Production Research, 51(5), 1618-1634. http://dx.doi.org/10.1080/00207543.2012.720390   DOI
62 Kilibarda, M., Zecevic, S., & Vidovic, M. (2012). Measuring the quality of logistic service as an element of the logistics provider offering. Total Quality Management & Business Excellence, 23(11-12), 1345-1361. http://dx.doi.org/10.1080/14783363.2012.704279   DOI
63 Kotler, P., & Armstrong, G. (2012). Principles of Marketing. Pearson.
64 Li, T., Chen, Y., & Li, T. (2018). Pricing Strategies of Logistics Distribution Services for Perishable Commodities. Algorithms, 11, 186-200. DOI:10.3390/a11110186   DOI
65 Mohr, L. A., Bitner, M. J., & Booms, B. H. (1995). The role of employee effort in satisfaction with service transactions. Journal of Business Research, 32(3), 239-252.   DOI
66 Oliver, R. L. (1997). Satisfaction - A Behavioural Perspective on the consumers. New York: McGraw-Hill.
67 Panayides, P. M. (2007). The impact of organizational learning on relationship orientation, logistics service effectiveness and performance. Industrial Marketing Management, 36, 68-80. http://dx.doi.org/10.1016/j.indmarman.2005.07.001   DOI
68 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple - item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
69 Rahman, S. U. (2008). Quality management in logistics services: A comparison of practices between manufacturing companies and logistics firms in Australia. Total Quality Management & Business Excellence, 19(5), 535-550. http://dx.doi.org/10.1080/14783360802018202   DOI
70 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Refinement a Reassessment of SERVQUAL scale. Journal of Retailing, 67, 420-450.