http://chineseinput.net/에서 pinyin(병음)방식으로 중국어를 변환할 수 있습니다.
변환된 중국어를 복사하여 사용하시면 됩니다.
Xuan Hung NGUYEN(Xuan Hung NGUYEN ),Thuy Dương TRAN(Thuy Dương TRAN ),Phan Hoai Diem VU(Phan Hoai Diem VU ),Yen Chi DINH(Yen Chi DINH ),Thi Mai Huong DUONG(Thi Mai Huong DUONG ),Thi Ngoc Hien THAN(Thi 한국유통과학회 2022 The Journal of Asian Finance, Economics and Busine Vol.9 No.9
The goal of the study is to examine and assess how the factors of logistics service quality provided by logistics service providers influence customer loyalty and satisfaction in Vietnam. This study employs samples of the Kansei technique. The article’s data was gathered through an online survey of 388 distinct Vietnamese customers who used logistics services before and during the Covid-19 outbreak. After the data was obtained, it was evaluated using SmartPLS 3.0’s Cronbach’s Alpha test and structural equation model (SEM). Staff service quality, operational service quality, and technical service quality are the three factors that determine the quality of logistics services in the study. Out of the 10 proposed hypotheses, research findings show that five are acceptable. The Covid-19 Pandemic in Vietnam had a significant impact on all dimensions, but it had no effect on how satisfied customers were with the logistics service providers. Nevertheless, loyalty is considerably influenced by only one factor, which is customer satisfaction, and customer trust moderates the relationship between these two factors. As a consequence of that, several managerial implications have been proposed to help logistics service providers improve their services to attract and keep Vietnamese customers using their service in the long term.