Research on the Logistics Service Quality of Indochina Express Domestic and International Mail and Cargo Joint Stock Company

Abstract

Indochina Express Domestic and International Mail and Cargo Joint Stock Company (Indochina Post Logistics - IPL), one of the leading logistics enterprises in Vietnam, operates an extensive network spanning Ho Chi Minh City, Hanoi, Da Nang, and Cambodia. In an increasingly competitive environment, Indochina Post Logistics is striving to improve its logistics service quality. This paper assesses the current status of IPL’s logistics service quality and identifies the relative importance of each service-quality evaluation criterion from the customers’ perspective. Based on these findings, the paper proposes recommendations to help Indochina Post Logistics improve its logistics service quality.