IDEAS home Printed from https://ideas.repec.org/p/pra/mprapa/115976.html

Sustainable E-commerce Logistics for Customer Satisfaction: Evidence from Vietnam

Author

Listed:
  • Nguyen, Phi Dung
  • Huynh, Cong Minh

Abstract

Recent technical development, globalization, and the COVID-19 pandemic have all contributed to an increase in the number of e-commerce logistics activities. However, there has been little investigation on the quality of e-commerce logistics services. This study fills this gap in the existing literature with the evidence from an emerging market like Vietnam, especially in Binh Duong province. It aims to identify the service quality factors of the e-commerce logistics that affect customer satisfaction, such as quality of information, quality of order, delivery quality, price of delivery, and customer service. Results find that: i) customer service has the greatest impact on customer satisfaction; ii) the quality of the order, the quality of the information, and the quality of the delivery come after, respectively; and iii) price of delivery is the final component that has the least impact. Our findings provide useful evidence for businesses in the e-commerce industry in satisfying their customer experiences.

Suggested Citation

  • 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.
    • Handle: RePEc:pra:mprapa:115976
    as

    Download full text from publisher

    File URL: https://mpra.ub.uni-muenchen.de/115976/1/MPRA_paper_115976.pdf
    File Function: original version
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Shuai Yang & Yiping Song & Siliang Tong, 2017. "Sustainable Retailing in the Fashion Industry: A Systematic Literature Review," Sustainability, MDPI, vol. 9(7), pages 1-19, July.
    2. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
    3. Daeheon Choi & Chune Young Chung & Jason Young, 2019. "Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China," Sustainability, MDPI, vol. 11(20), pages 1-20, October.
    4. Rami Mohammad Al-dweeri & Zaid Mohammad Obeidat & Mohammad Ahmad Al-dwiry & Muhammad Turki Alshurideh & Alaa Mohammad Alhorani, 2017. "The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 92-103, April.
    5. Wu, Jyh-Jeng & Chen, Ying-Hueih & Chung, Yu-Shuo, 2010. "Trust factors influencing virtual community members: A study of transaction communities," Journal of Business Research, Elsevier, vol. 63(9-10), pages 1025-1032, September.
    6. repec:eme:maj000:02686900310469952 is not listed on IDEAS
    7. Mu-Chen Chen & Chia-Lin Hsu & Li-Hung Lee, 2019. "Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model," IJERPH, MDPI, vol. 16(21), pages 1-23, October.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. Huynh, Cong Minh & Nguyen, Minh Quoc Bao, 2024. "Factors Influencing Blockchain Adoption in Logistics: A Customer-Centric Study in Vietnam," MPRA Paper 121251, University Library of Munich, Germany.
    3. 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.
    4. 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.
    5. Nguyen, Tan Phat & Huynh, Cong Minh, 2025. "Customer Satisfaction in Home Delivery Service in Vietnam: The Impact of Service Quality, Perceived Value, and the Mediating Role of Trust," MPRA Paper 123201, University Library of Munich, Germany.
    6. Khaled El Sakty & Mohamed Abdelraouf & Samira Allam, 2023. "How Logistics Performance Reshapes The Movement Of Stocks In The Context Of Climate Change?," Business Logistics in Modern Management, Josip Juraj Strossmayer University of Osijek, Faculty of Economics, Croatia, vol. 23, pages 43-62.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Joanna Ejdys & Aleksandra Gulc, 2020. "Trust in Courier Services and Its Antecedents as a Determinant of Perceived Service Quality and Future Intention to Use Courier Service," Sustainability, MDPI, vol. 12(21), pages 1-18, October.
    2. Xiaoxu Dong & Huawei Zhao & Tiancai Li, 2022. "The Role of Live-Streaming E-Commerce on Consumers’ Purchasing Intention regarding Green Agricultural Products," Sustainability, MDPI, vol. 14(7), pages 1-13, April.
    3. Philippe Cohard, 2020. "Information Systems Values: A Study of the Intranet in Three French Higher Education Institutions," Post-Print hal-02987225, HAL.
    4. Yan Zhang & Ciaran B. Trace, 2022. "The quality of health and wellness self‐tracking data: A consumer perspective," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 73(6), pages 879-891, June.
    5. Hasan, Rajibul & Lowe, Ben & Petrovici, Dan, 2020. "Consumer adoption of pro-poor service innovations in subsistence marketplaces," Journal of Business Research, Elsevier, vol. 121(C), pages 461-475.
    6. Tsung Teng Chen, 2012. "The development and empirical study of a literature review aiding system," Scientometrics, Springer;Akadémiai Kiadó, vol. 92(1), pages 105-116, July.
    7. Abdesamad Zouine & Pierre Féniès, 2014. "The Critical Success Factors Of The ERP System Project: A Meta-Analysis Methodology," Post-Print hal-01419785, HAL.
    8. Proserpio, Luigi & Magni, Massimo, 2012. "Teaching without the teacher? Building a learning environment through computer simulations," International Journal of Information Management, Elsevier, vol. 32(2), pages 99-105.
    9. Sharma, Mahak & Antony, Rose & Sehrawat, Rajat & Cruz, Angel Contreras & Daim, Tugrul U., 2022. "Exploring post-adoption behaviors of e-service users: Evidence from the hospitality sector /online travel services," Technology in Society, Elsevier, vol. 68(C).
    10. Chen-Yuan Chen & Bih-Yaw Shih & Shih-Hsien Yu, 2012. "Disaster prevention and reduction for exploring teachers’ technology acceptance using a virtual reality system and partial least squares techniques," Natural Hazards: Journal of the International Society for the Prevention and Mitigation of Natural Hazards, Springer;International Society for the Prevention and Mitigation of Natural Hazards, vol. 62(3), pages 1217-1231, July.
    11. Jin P. Gerlach & Ronald T. Cenfetelli, 2022. "Overcoming the Single-IS Paradigm in Individual-Level IS Research," Information Systems Research, INFORMS, vol. 33(2), pages 476-488, June.
    12. Yoonsun Oh & Jungsuk Oh, 2017. "A critical incident approach to consumer response in the smartphone market: product, service and contents," Information Systems and e-Business Management, Springer, vol. 15(3), pages 577-597, August.
    13. Blackburn, Nivea & Brown, Judy & Dillard, Jesse & Hooper, Val, 2014. "A dialogical framing of AIS–SEA design," International Journal of Accounting Information Systems, Elsevier, vol. 15(2), pages 83-101.
    14. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
    15. Yogesh K. Dwivedi & Anastasia Papazafeiropoulou & Willem-Paul Brinkman & Banita Lal, 2010. "Examining the influence of service quality and secondary influence on the behavioural intention to change internet service provider," Information Systems Frontiers, Springer, vol. 12(2), pages 207-217, April.
    16. Aladwani, Adel M. & Dwivedi, Yogesh K., 2018. "Towards a theory of SocioCitizenry: Quality anticipation, trust configuration, and approved adaptation of governmental social media," International Journal of Information Management, Elsevier, vol. 43(C), pages 261-272.
    17. Meents, S. & Verhagen, T. & Vlaar, P.W.L., 2011. "How sellers can stimulate purchasing in electronic marketplaces: Using information as a risk reduction signal," Serie Research Memoranda 0014, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    18. Ko, Eun-Jung & Kim, A-Hyun & Kim, Sang-Soo, 2021. "Toward the understanding of the appropriation of ICT-based Smart-work and its impact on performance in organizations," Technological Forecasting and Social Change, Elsevier, vol. 171(C).
    19. Raphael Lissillour, 2025. "Reframing Sustainability Learning Through Certification: A Practice-Perspective on Supply Chain Management," Sustainability, MDPI, vol. 17(13), pages 1-18, June.
    20. Safdar, Sarah & Ren, Minglun & Chudhery, Muhammad Adnan Zahid & Huo, Jiazhen & Rehman, Hakeem-Ur & Rafique, Raza, 2022. "Using cloud-based virtual learning environments to mitigate increasing disparity in urban-rural academic competence," Technological Forecasting and Social Change, Elsevier, vol. 176(C).

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    JEL classification:

    • B16 - Schools of Economic Thought and Methodology - - History of Economic Thought through 1925 - - - Quantitative and Mathematical
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pra:mprapa:115976. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Joachim Winter (email available below). General contact details of provider: https://edirc.repec.org/data/vfmunde.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.