%0 Journal Article
%T The Impact of Logistics Services on Customer Satisfaction: An Empirical Study in the COVID 19 Pandemic
%A Van Thuy Nguyen
%A Dinh Thuy Linh Tran
%A Truong Thanh Nhan Dang
%A Thi Kim Phung Nguyen
%A Thi Xuan Binh Ngo
%J Journal of Organizational Behavior Research
%@ 2528-9705
%D 2023
%V 8
%N 1
%R 10.51847/MIoTW6LdxZ
%P 12-24
%X During the Covid19 pandemic, Vietnam implemented social distancing measures to prevent the spread of the disease. Ordering, delivery, and transportation services through applications of logistics technology develop rapidly. This study aims to determine how factors of delivery service affect customer satisfaction in the context of the Covid19 pandemic. Qualitative and quantitative research was carried out to determine the quality factors of ordering and delivery services via Grab’s application in order to propose a research model. Surveyed data from 259 customers who are using Grab’s app services in Ho Chi Minh City during the lockdown period. Research results have shown that all five factors of delivery service quality via the Grab application have a significant impact on customer satisfaction. In particular, assurance and price policy are the most influential factors in customer satisfaction, followed by service competence and responsiveness. The research implications have been proposed to improve and enhance Grab customer satisfaction.
%U https://odad.org/article/the-impact-of-logistics-services-on-customer-satisfaction-an-empirical-study-in-the-covid-19-pandem-ywfzgdcimewj8mc