Logistics Service Quality: The Case of Da Nang City

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 (LSPs) 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.

Record URL:
Record URL:
Availability:
- Find a library where document is available. Order URL: http://worldcat.org/issn/18777058
Supplemental Notes:
- © 2016 Sabine Limbourg et al. Published by Elsevier Ltd.
Authors:
- Limbourg, Sabine
- Giang, Ho Thi Quynh
- Cools, Mario
Conference:
- International Conference on Sustainable Development of Civil, Urban and Transportation Engineering (CUTE - 2016)
- Location: Ho Chi Minh City , Vietnam
- Date: 2016-4-12 to 2016-4-14
Publication Date: 2016

Language

English

Media Info

Media Type: Digital/other
Features: Figures; References; Tables;
Pagination: pp 124-130
Serial:
- Procedia Engineering
- Volume: 142
- Publisher: Elsevier
- ISSN: 1877-7058
- Serial URL: http://www.sciencedirect.com/science/journal/18777058
Publication flags:
Open Access (libre)

Subject/Index Terms

TRT Terms: Case studies; Customers; Freight transportation; Logistics; Quality of service; Surveys
Uncontrolled Terms: Logistics service providers
Geographic Terms: Da Nang City (Vietnam)
Subject Areas: Freight Transportation; Planning and Forecasting;

Filing Info

Accession Number: 01606891
Record Type: Publication
Files: TRIS
Created Date: Jul 5 2016 2:40PM