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The Effect of Logistics Services Quality on Consumer Satisfaction in Fresh Food E-Commerce: Evidence from the South of Vietnam

Author

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  • Phan, The Vinh
  • Huynh, Cong Minh

Abstract

This study aims to explore the impact of five aspects of Logistics service quality on Consumer satisfaction for the fresh food e-commerce in three provinces of the Southern Vietnam, including Ho Chi Minh City, Binh Duong, and Dong Nai. Results show that Personnel contact quality, Delivery quality, and Empathy quality have significantly positive impacts on consumer satisfaction. However, the impact of Information quality and Timeliness quality are not strong significant. Remarkable, Personnel contact quality has the strongest impact on consumer satisfaction in the logistics service quality of fresh food e-commerce. The findings provide: i) logistics firms in the field of fresh food e-commerce with important managerial implications, and ii) researchers with empirical evidence in the research context of an emerging economy.

Suggested Citation

  • Phan, The Vinh & Huynh, Cong Minh, 2023. "The Effect of Logistics Services Quality on Consumer Satisfaction in Fresh Food E-Commerce: Evidence from the South of Vietnam," MPRA Paper 117627, University Library of Munich, Germany, revised 14 Jun 2023.
    • Handle: RePEc:pra:mprapa:117627
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    References listed on IDEAS

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    1. Wei Hong & Changyuan Zheng & Linhai Wu & Xujin Pu, 2019. "Analyzing the Relationship between Consumer Satisfaction and Fresh E-Commerce Logistics Service Using Text Mining Techniques," Sustainability, MDPI, vol. 11(13), pages 1-16, June.
    2. Nguyen, Minh Tuan & Huynh, Cong Minh, 2022. "The impact of employer branding on job application intention: Evidence from business undergraduates in Vietnam," MPRA Paper 112927, University Library of Munich, Germany.
    3. Dhirendra Prajapati & Arjun R Harish & Yash Daultani & Harpreet Singh & Saurabh Pratap, 2023. "A Clustering Based Routing Heuristic for Last-Mile Logistics in Fresh Food E-Commerce," Global Business Review, International Management Institute, vol. 24(1), pages 7-20, February.
    4. Yi Jiang & Polin Lai & Chia-Hsun Chang & Kum Fai Yuen & Sihang Li & Xinchen Wang, 2021. "Sustainable Management for Fresh Food E-Commerce Logistics Services," Sustainability, MDPI, vol. 13(6), pages 1-19, March.
    5. Chen, Ching-Fu & Chen, Fu-Shian, 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists," Tourism Management, Elsevier, vol. 31(1), pages 29-35.
    6. Dablanc, Laetitia, 2007. "Goods transport in large European cities: Difficult to organize, difficult to modernize," Transportation Research Part A: Policy and Practice, Elsevier, vol. 41(3), pages 280-285, March.
    7. Dam, Duy Duc & Huynh, Cong Minh, 2022. "Factors Influencing Consumers’ Purchase Intention toward Accommodation via Lodging Websites: Evidence from Binh Duong Province of Vietnam," MPRA Paper 113517, University Library of Munich, Germany.
    8. Arvidsson, Niklas, 2013. "The milk run revisited: A load factor paradox with economic and environmental implications for urban freight transport," Transportation Research Part A: Policy and Practice, Elsevier, vol. 51(C), pages 56-62.
    9. Nguyen, Phi Dung & Huynh, Cong Minh, 2023. "Sustainable E-commerce Logistics for Customer Satisfaction: Evidence from Vietnam," MPRA Paper 115976, University Library of Munich, Germany.
    10. Ho, Thi Thu & Huynh, Cong Minh, 2022. "Green Purchase Intention: An Investigation from Vietnamese Young Consumers," MPRA Paper 112355, University Library of Munich, Germany.
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    Cited by:

    1. Huynh, Cong Minh & Vo, Long Kiet, 2023. "The Effects of Dynamic Capabilities on Operational Performance: An Empirical Study from Manufacturing Enterprises in Vietnam," MPRA Paper 119170, University Library of Munich, Germany.
    2. Huynh, Cong Minh & Nguyen, Phan Kim Han, 2024. "Factors Influencing Customers’ Loyalty: An Empirical Study for the Milk Industry in Vietnam," MPRA Paper 120346, University Library of Munich, Germany.

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    More about this item

    Keywords

    Logistics service quality; Personnel contact quality; Delivery quality; Information quality; Timeliness quality; Empathy quality; Fresh food; E-commerce; Consumer satisfaction;
    All these keywords.

    JEL classification:

    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • Q02 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - General - - - Commodity Market

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