Logistics Service Quality: The Case of Da Nang City.

QM 28

Sabine Limbourga, Ho Thi Quynh Giangb, Mario Coolsc,*

aUniversity of Liège, HEC Management School, QuantOM, Rue Louvrex 14 (N1), Liège 4000, Belgium

bQuang Nam University, 102 Hung Vuong St., Tam Ky City, Quang Nam Province 560000, Vietnam

cUniversity of Liège, ARGENCO, LEMA, Quartier Polytech 1, Allée de la Découverte 9 (Bât B52/3), Liège 4000, Belgium

Abstract

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. © 2016 The Authors. Published by Elsevier Ltd. Peer-review under responsibility of the organizing committee of CUTE 2016.

Keywords: logistics service providers; service quality; SERVQUAL; performance measurement.