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Sustainable E-commerce Logistics for Customer Satisfaction: Evidence from Vietnam

Nguyen, Phi Dung and Huynh, Cong Minh (2023): Sustainable E-commerce Logistics for Customer Satisfaction: Evidence from Vietnam.

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Recent technical development, globalization, and the COVID-19 pandemic have all contributed to an increase in the number of e-commerce logistics activities. However, there has been little investigation on the quality of e-commerce logistics services. This study fills this gap in the existing literature with the evidence from an emerging market like Vietnam, especially in Binh Duong province. It aims to identify the service quality factors of the e-commerce logistics that affect customer satisfaction, such as quality of information, quality of order, delivery quality, price of delivery, and customer service. Results find that: i) customer service has the greatest impact on customer satisfaction; ii) the quality of the order, the quality of the information, and the quality of the delivery come after, respectively; and iii) price of delivery is the final component that has the least impact. Our findings provide useful evidence for businesses in the e-commerce industry in satisfying their customer experiences.

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