Logistics Service Quality: The Case of Da Nang City

[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.

Research center :

LEMA : Local Environment Management & Analysis
Lepur : Centre de Recherche sur la Ville, le Territoire et le Milieu rural - ULiège

Disciplines :

Civil engineering
Special economic topics (health, labor, transportation...)

Author, co-author :

Limbourg, Sabine ; Université de Liège > HEC-Ecole de gestion : UER > UER Opérations : Logistique

Giang, Ho Thi Quynh

Cools, Mario ; Université de Liège > Département ArGEnCo > Transports et mobilité

Language :

English

Title :

Logistics Service Quality: The Case of Da Nang City

Publication date :

2016

Journal title :

Procedia Engineering

ISSN :

1877-7058

Publisher :

Elsevier, Amsterdam, Netherlands

Volume :

142

Pages :

124-130

Peer reviewed :

Peer Reviewed verified by ORBi

Available on ORBi :

since 22 April 2016

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