Reference : Logistics Service Quality: The Case of Da Nang City
Scientific journals : Article
Business & economic sciences : Special economic topics (health, labor, transportation…)
Engineering, computing & technology : Civil engineering
Logistics Service Quality: The Case of Da Nang City
Limbourg, Sabine mailto [Université de Liège > HEC-Ecole de gestion : UER > UER Opérations : Logistique >]
Giang, Ho Thi Quynh [> >]
Cools, Mario mailto [Université de Liège > Département ArGEnCo > Transports et mobilité >]
Procedia Engineering
Yes (verified by ORBi)
[en] logistics service providers ; performance measurement ; Service quality ; SERVQUAL
[en] Cost minimization is a key objective in managing logistics services. In this context, a growing interest in quality improvement can be observed. However, service quality is hard to quantify as it is a function of varying customer perceptions over time, of the measurement process and of the analysis of the data gathered. This study examines the logistics service quality by scales developed according to SERVQUAL instrument. A survey of 200 customers of logistics service providers (LSP) was conducted in Da Nang City. The data analysis shows that LSPs in Da Nang city need to improve Research and Development and to develop Customer Care programs.
LEMA : Local Environment Management & Analysis ; Lepur : Centre de Recherche sur la Ville, le Territoire et le Milieu rural
Researchers ; Professionals ; Students ; General public ; Others

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