A study on the factors affecting the satisfaction of customers with the quality of logistics services provided by Tan Son Nhat Cargo Services Joint Stock Company with the use of the partial least squares structural equation modeling analysis (PLS-SEM)
Published: August 1, 2026
Abstract
This study analyzes and evaluates the factors affecting the satisfaction of customers with the quality of logistics services provided by Tan Son Nhat Cargo Services Joint Stock Company. The study’s data is collected from 335 corporate clients of the company and the partial least squares structural equation modeling analysis (PLS-SEM) is used. The study’s results show that the customer satisfaction with the company’s logistics service quality is affected by seven factors including: human resources, information quality, order processing quality, facilities, timeliness, company image, and corporate social responsibility. In which, the factors of order processing quality, facilities and timeliness have the strongest impact on the customer satisfaction. Based on the study’s findings, some solutions are proposed to help the company enhance its customer satisfaction.
Keywords
satisfactioncustomersquality of logistics servicesTan Son Nhat Cargo Services Joint Stock Company
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