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

^*Motsvarande författare för detta arbete

Logistik och samhällsansvar, Helsingfors

Forskningsoutput: Tidskriftsbidrag › Artikel › Vetenskaplig › Peer review

30 Citeringar (Scopus)

Sammanfattning

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.

Originalspråk	Engelska
Referentgranskad vetenskaplig tidskrift	Asian Journal of Shipping and Logistics
Volym	36
Nummer	2
Sidor (från-till)	54-64
ISSN	2092-5212
DOI	https://doi.org/10.1016/j.ajsl.2019.12.001
Status	Publicerad - 26.12.2019
MoE-publikationstyp	A1 Originalartikel i en vetenskaplig tidskrift

Nyckelord

512 Företagsekonomi

Styrkeområden och områden med hög potential (AoS och AoHP)

AoHP: Humanitär och samhällslogistik

FN:s SDG:er

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Åtkomst av dokument

10.1016/j.ajsl.2019.12.001Licens: CC BY-NC-ND

AJSL Vu et al LSQ Hai Phong VNKorrektur, 1,41 MBLicens: CC BY-NC-ND

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title = "Exploring Logistics Service Quality in Hai Phong, Vietnam",

abstract = "Paper explores different stakeholder perceptions of logistics service quality in Hai Phong, Vietnam, one of the country{\textquoteright}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{\textquoteright} perceptions regarding their expectations.",

keywords = "512 Business and Management, Logistics service quality, Logistics service providers, Customer expectations, Vietnam",

author = "Vu, {Thao Phuong} and Grant, {David B.} and David Menachof",

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Exploring Logistics Service Quality in Hai Phong, Vietnam

Sammanfattning

Nyckelord

Styrkeområden och områden med hög potential (AoS och AoHP)

FN:s SDG:er

Åtkomst av dokument

OpenUrl-tillgänglighet

Andra filer och länkar

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Citera det här