Exploring Logistics Service Quality in Hai Phong, Vietnam

Thao Phuong Vu; David B. Grant; David Menachof

doi:10.1016/j.ajsl.2019.12.001

Exploring Logistics Service Quality in Hai Phong, Vietnam

Thao Phuong Vu, David B. Grant^*, David Menachof

^*Corresponding author for this work

Supply Chain Management and Social Responsibility, Helsinki

Research output: Contribution to journal › Article › Scientific › peer-review

36 Citations (Scopus)

Abstract

Paper explores different stakeholder perceptions of logistics service quality in Hai Phong, Vietnam, one of the country’s most important port complexes and largest logistics hubs. Semi-structured interviews were conducted with customers, logistics service providers and port operators. Fourteen important variables were found with delivery time and shipment condition perceived by all groups as most important. Variables related to human factors were considered important by customers but not by logistics service providers. The paper contributes to our knowledge of what logistics service quality entails in a developing country that is lower on a logistics maturity scale, such as Vietnam, and provides managers with insights on what logistics service quality factors to address to enhance customers’ perceptions regarding their expectations.

Original language	English
Peer-reviewed scientific journal	Asian Journal of Shipping and Logistics
Volume	36
Issue number	2
Pages (from-to)	54-64
ISSN	2092-5212
DOIs	https://doi.org/10.1016/j.ajsl.2019.12.001
Publication status	Published - 26.12.2019
MoE publication type	A1 Journal article - refereed

Keywords

512 Business and Management
Logistics service quality
Logistics service providers
Customer expectations
Vietnam

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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AJSL Vu et al LSQ Hai Phong VNProof, 1.41 MBLicence: CC BY-NC-ND

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Exploring Logistics Service Quality in Hai Phong, Vietnam

Abstract

Keywords

UN SDGs

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