Exploring logistics service quality in Hai Phong, Vietnam

Abstract Paper explores different stakeholder perceptions of logistics service quality in Hai Phong, Vietnam, one of the country's most important port complexes and largest logistics hubs. Semi-structured interviews were conducted with customers, logistics service providers and port operators. Fourteen important variables were found with delivery time and shipment condition perceived by all groups as most important. Variables related to human factors were considered important by customers but not by logistics service providers. The paper contributes to our knowledge of what logistics service quality entails in a developing country that is lower on a logistics maturity scale, such as Vietnam, and provides managers with insights on what logistics service quality factors to address to enhance customers’ perceptions regarding their expectations.

• Publication year

  2020

• Venue

  The asian journal of shipping and logistics

• Publication date

  2020-06-01

• Fields of study

  Geography, Business

• Identifiers
  DOI 10.1016/j.ajsl.2019.12.001
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar

• No claims are published for this paper.

• No concepts are published for this paper.

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