Exploring Logistics Service Quality in Hai Phong, Vietnam

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

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

25 Citations (Scopus)


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 languageEnglish
Peer-reviewed scientific journalAsian Journal of Shipping and Logistics
Issue number2
Pages (from-to)54-64
Publication statusPublished - 26.12.2019
MoE publication typeA1 Journal article - refereed


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

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoHP: Humanitarian and societal logistics


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