Factors affecting customer satisfaction with logistics services at logistics companies in Ho Chi Minh City

Abstract

Grounded in service quality and customer
satisfaction theories, the study proposes a
research model consisting of six factors:
reliability, timeliness, assurance, tangibles,
empathy, and order discrepancy handling
capability. The inclusion of order discrepancy
handling capability reflects the service recovery
capacity of logistics providers. Data were
collected from customers using logistics services
in Ho Chi Minh City and analyzed using
quantitative statistical methods. The findings
reveal that all proposed factors have a positive
and significant impact on customer satisfaction.
Among them, assurance has the strongest
influence, emphasizing the crucial role of
professional competence and trust-building
ability in logistics service delivery. Additionally,
the results confirm the statistically significant role
of order discrepancy handling capability,
indicating that effective discrepancy
management has become increasingly important
in the logistics context of Ho Chi Minh City.
Based on the findings, the study offers several
managerial implications to improve service
quality and enhance customer satisfaction.