Factors affecting customer satisfaction towards service quality of logistics enterprises in binh duong province

Nguyen Thi Kim Hiep1, Pham Thi Duy Chuong1*, Dang Thi Hang2, Ngo Thi Hong Hanh2,Nguyen Duy Thang2, Duong Xuan Huong2.
Lac Hong University, No.10 Huynh Van Nghe Str., Buu Long ward, Bien Hoa, Dong Nai, Vietnam
Department of Culture, Sports, and Tourism, No.2, Nguyen Van Tri Str, Thanh Binh Ward, Bien Hoa, Dong Nai, Vietnam.
*Corresponding Author: phamthiduychuong2018@gmail.com

ABSTRACT
The study was carried out aiming to identifying the factors that influence customer satisfaction using logistics services in Binh Duong province. The authors use qualitative combined with quantitative research methods. With qualitative
research methods, the authors discussed with 10 experts who have worked for many years in logistics enterprises in Binh Duong province. With quantitative methods, the authors conducted a questionnaire survey of 200 businesses customers using the services of logistics enterprises in Binh Duong province. The result shows that there are five factors affecting customer satisfaction: (1) Operational Quality (2) Personnel Contact Quality (3) Information Quality (4) Customization and Innovation Quality and (5) Resource Quality. Through the result of the research, the authors propose some management implications to help logistics businesses improve customer satisfaction.