Validating the influence of logistics service quality (LSQ) on customers’ satisfaction: A theoretical model and practical study in Ho Chi Minh city

Abstract

This study aims to validate the influence of the logistics service quality scale on customer satisfaction in the Vietnamese logistics industry. The second-order factor model was used to test its validity in which order placement comprised personnel contact quality, order release quality, order information, order procedure and order receipt comprised order accuracy, order condition, order quality, timeliness, order discrepancy handling. The relationship between satisfaction and loyalty was also tested. The data was collected from third-party logistics (3PL) companies’ business clients operating in Ho Chi Minh City and 189 legal feedbacks were analyzed from 241 received ones. SPSS and Smart PLS 4.0 were used for data analysis. The findings support the logistics service quality scale. It also indicated customer satisfaction affects loyalty and its relationship was positively moderated by switching costs. Regarding theoretical implication, this study developed a conceptual model by using second-order factors from Mentzer (2001)’s nine proposed dimensions. Regarding managerial implication, this study proposed some recommendations for third-party logistics companies to improve service quality as well as increase customers satisfaction and loyalty.