Factors affecting customer satisfaction with logistics service quality in Nam Tu Liem District

Huy, Nguyen Quang (2025) Factors affecting customer satisfaction with logistics service quality in Nam Tu Liem District. World Journal of Advanced Research and Reviews, 26 (3). pp. 2176-2188. ISSN 2581-9615

In the face of intensifying competition from international logistics providers, customer satisfaction has emerged as a crucial determinant of success for domestic logistics firms in Vietnam, particularly in Nam Tu Liem District. This study investigates the key factors influencing customer satisfaction with logistics service quality in the district. Using a quantitative approach, data were collected from 137 logistics service users through structured questionnaires. The SERVQUAL model was adapted and validated using Cronbach's Alpha, Exploratory Factor Analysis (EFA), correlation analysis, and multiple linear regression. The findings reveal five significant factors—service capacity, price, information quality, trust, and tangibles—that positively affect customer satisfaction. These results offer a reliable measurement framework for logistics service evaluation and provide practical implications for enhancing customer satisfaction in Vietnam's growing logistics industry.