Service Quality and Loyalty of Logistics Customers in Hochiminh City

Abstract

This study uses a field survey to investigate the effects of service quality on customer loyalty in logistics operations in Hochiminh City. The paper employs some quantitative analyses such as statistics, reliability assessment Cronbach's alpha, factor analysis EFA & CFA, and SEM model from software SPSS and AMOS. The results show that: (i) Delivery Time, Availability, and Commodity Status positively impact customer satisfaction in logistics operations; (ii) Delivery Time, Availability and Commodity Status positively impact Customer Loyalty in logistics; and (iii) Satisfaction factor positively impacts Loyalty in logistics operations.