۱- Introduction

۲- Literature review

۳- Methodology and methods

۴- Findings and discussion

۵- Conclusions

References

Abstract

Paper explores different stakeholder perceptions of logistics service quality in Hai Phong, Vietnam, one of the country’s most important port complexes and largest logistics hubs. Semi-structured interviews were conducted with customers, logistics service providers and port operators. Fourteen important variables were found with delivery time and shipment condition perceived by all groups as most important. Variables related to human factors were considered important by customers but not by logistics service providers. The paper contributes to our knowledge of what logistics service quality entails in a developing country that is lower on a logistics maturity scale, such as Vietnam, and provides managers with insights on what logistics service quality factors to address to enhance customers’ perceptions regarding their expectations.

Introduction

In contemporary business, logistics is considered a differentiator that builds on key logistical competencies to fulfil customer needs and build a firm’s competitive advantage. Further, logistics and supply chain management (SCM) activities share some features with marketing, particularly an interface with customer service as logistical activities are essentially services that are for example intangible and require different strategies as opposed to physical products whose features can be easily justified to reflect product quality (Grant, 2012). Hence, consideration of logistics service quality (LSQ) can assist firms in differentiating not only their services but also their credibility towards customers. Customer expectations and subsequent perceptions of LSQ are important regarding a country’s logistics capability (Grant, 2004). For example, ineffective customs procedures and slow-acting border crossings will underlie perceptions about a country’s customs performance which in turn may affect perceptions about timeliIntroduction In contemporary business, logistics is considered a differentiator that builds on key logistical competencies to fulfil customer needs and build a firm’s competitive advantage. Further, logistics and supply chain management (SCM) activities share some features with marketing, particularly an interface with customer service as logistical activities are essentially services that are for example intangible and require different strategies as opposed to physical products whose features can be easily justified to reflect product quality (Grant, 2012). Hence, consideration of logistics service quality (LSQ) can assist firms in differentiating not only their services but also their credibility towards customers. Customer expectations and subsequent perceptions of LSQ are important regarding a country’s logistics capability (Grant, 2004).