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Factors affect customer satisfaction: the case of cargo delivery services

Independent Journal of Management & Production, 2020-07, Vol.11 (4), p.1342-1356

Copyright Independent Journal of Management & Production, I J M & P Jul/Aug 2020 ;LICENCIA DE USO: Los documentos a texto completo incluidos en Dialnet son de acceso libre y propiedad de sus autores y/o editores. Por tanto, cualquier acto de reproducción, distribución, comunicación pública y/o transformación total o parcial requiere el consentimiento expreso y escrito de aquéllos. Cualquier enlace al texto completo de estos documentos deberá hacerse a través de la URL oficial de éstos en Dialnet. Más información: https://dialnet.unirioja.es/info/derechosOAI | INTELLECTUAL PROPERTY RIGHTS STATEMENT: Full text documents hosted by Dialnet are protected by copyright and/or related rights. This digital object is accessible without charge, but its use is subject to the licensing conditions set by its authors or editors. Unless expressly stated otherwise in the licensing conditions, you are free to linking, browsing, printing and making a copy for your own personal purposes. All other acts of reproduction and communication to the public are subject to the licensing conditions expressed by editors and authors and require consent from them. Any link to this document should be made using its official URL in Dialnet. More info: https://dialnet.unirioja.es/info/derechosOAI ;ISSN: 2236-269X ;EISSN: 2236-269X ;DOI: 10.14807/ijmp.v11i4.1103

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  • Title:
    Factors affect customer satisfaction: the case of cargo delivery services
  • Author: Le Hoang, Phuong Viet
  • Subjects: Brand image ; brand reputation and price ; Customer satisfaction ; Customer services ; Expected values ; Freight forwarding ; Logistics ; management capacity ; Market shares ; Perceptions ; Postal & delivery services ; Quality of service ; Reputations ; Researchers ; resource ; service capacity
  • Is Part Of: Independent Journal of Management & Production, 2020-07, Vol.11 (4), p.1342-1356
  • Description: The research aims to explore and measure the factors affecting customer satisfaction in cargo delivery services in Vietnam. Notably, the researchers develop a new scale to examine the effect the customer satisfaction, and it is the price factor. To conduct the research, the authors do group discussions and expert discussion and then analyzed 1,729 valid respondents with five factors: resource, service capacity, management capacity, brand reputation and price. The result from Exploratory Factor Analysis (EFA) shows that all of the independent variables have a significant effect on customer satisfaction. In which, brand reputation is the most influential factor, and the management capacity is the least influential factor. Besides, the research shows that the price also effects on customer satisfaction on cargo delivery context. Based on that, the research recommends the necessary management solutions to increase customer satisfaction, and it also supports the new scale and ideas to research in the new field and new country in further research.
  • Publisher: Sao Paulo: Independent Journal of Management & Production, I J M & P
  • Language: English
  • Identifier: ISSN: 2236-269X
    EISSN: 2236-269X
    DOI: 10.14807/ijmp.v11i4.1103
  • Source: AUTh Library subscriptions: ProQuest Central
    ROAD: Directory of Open Access Scholarly Resources
    Dialnet
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