Logistics Service Quality, Customer Satisfaction and Retention: Moderating Effects of Technological Capability

Abstract

Purpose: This study aims to understand how well logistics service quality (LSQ) meets customer expectations, in order to gauge their satisfaction. It aims to investigate how customers perceive LSQ dimensions within business-to-customer (B2C) interactions, with a specific focus on examining the impact of technology-organization-environment contexts (TOE model) on the implementation of application technology in Vietnamese logistics companies. Additionally, the study explores how the integration of these dimensions contributes to improving customer satisfaction and retention rates. Design/methodology/approach: Data collected through a survey conducted on people who used the service of logistics service providers are analyzed using a quantitative comparative analysis approach. The analysis explores various ways to achieve customer satisfaction by considering different combinations of LSQ dimensions. Findings: The study outlines eight LSQ dimensions that contribute to customer satisfaction and discusses how these dimensions, in different configurations, lead to higher levels of customer satisfaction. While previous academic research has primarily focused on service quality from a quality management, this study addresses the existing gap by examining B2C relationships and emphasizing the role of third-party logistics (3PL) service providers. Originality/value: The findings of this study provide valuable insights for practitioners, offering guidance on how 3PL service providers can effectively combine LSQ dimensions to continuously improve the customer experience and enhance overall customer satisfaction and retention.  

Received: 20 March 2024 / Accepted: 21 August 2024 / Published: 05 September 2024