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 MEASURING LOGISTICS SERVICE QUALITY – A CASE IN DANANG
Tác giả hoặc Nhóm tác giả: Le Thi Minh Hang, Nguyen Thien Hac, Tran Dinh Long
Nơi đăng: International Conference on Management and Business (COMB 2019); Số: 2019;Từ->đến trang: 212-22-;Năm: 2019
Lĩnh vực: Chưa xác định; Loại: Báo cáo; Thể loại: Quốc tế
TÓM TẮT
Logistics is a set of activities to manage strategically the movement, the acquisition and the storage of various materials via organizations and their distribution channel to maximize the present and future benefit. Since the introduction of logistics concepts, it has been arduous to comprehensively evaluate the logistics service quality (LSQ) due to the swift changing of both technological and economic environment. The literature review also indicated the diversion in the measurement of LSQ with myriad proposed models. This study was conducted to systematically review the body literature review of LSQ and preliminarily investigate the recent degree of LSQ in Danang – an economic zone within the central part of a developing economy – Vietnam. The findings suggested that the overall perceived quality of logistics service was at the average level and the improvement in “reliability” and “empathy” is necessary to progress the LSQ.
ABSTRACT
Logistics is a set of activities to manage strategically the movement, the acquisition and the storage of various materials via organizations and their distribution channel to maximize the present and future benefit. Since the introduction of logistics concepts, it has been arduous to comprehensively evaluate the logistics service quality (LSQ) due to the swift changing of both technological and economic environment. The literature review also indicated the diversion in the measurement of LSQ with myriad proposed models. This study was conducted to systematically review the body literature review of LSQ and preliminarily investigate the recent degree of LSQ in Danang – an economic zone within the central part of a developing economy – Vietnam. The findings suggested that the overall perceived quality of logistics service was at the average level and the improvement in “reliability” and “empathy” is necessary to progress the LSQ.
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