SỐ 185 | Tháng 8/2021
Chất lượng dịch vụ và lòng trung thành của khách hàng trong hoạt động logistics tại Thành phố Hồ Chí Minh
Hà Văn Dũng, Đặng Trương Thanh Nhàn
Tóm tắt:
Bài nghiên cứu phân tích và đánh giá tác động của chất lượng dịch vụ (CLDV) đến lòng trung thành của khách hàng trong hoạt động logistics trên địa bàn Thành phố Hồ Chí Minh (TP.HCM). Bằng việc sử dụng bộ dữ liệu sơ cấp với 291 quan sát là khách hàng của các doanh nghiệp hoạt động trong lĩnh vực logistcs; đồng thời kết hợp các phép phân tích cơ bản trong nghiên cứu định lượng như thống kê, đánh giá độ tin cậy Cronbach’s Alpha, phân tích nhân tố EFA & CFA, mô hình SEM từ các phần mềm SPSS và AMOS. Kết quả nghiên cứu cho thấy: (i) Thời gian giao hàng, Sự sẵn sàng, Tình trạng hàng hóa có tác động tích cực đến Sự hài lòng của khách hàng trong hoạt động logistics; (ii) Thời gian giao hàng, Sự sẵn sàng, Tình trạng hàng hóa có tác động tích cực đến Lòng trung thành của khách hàng trong hoạt động logistics; và (iii) Nhân tố Sự hài lòng có tác động tích cực đến Lòng trung thành của khách hàng trong hoạt động logistics.
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Service Quality and Loyalty of Logistics Customers in Hochiminh City
Abstract:
This study uses a field survey to investigate the effects of service quality on customer loyalty in logistics operations in Hochiminh City. The paper employs some quantitative analyses such as statistics, reliability assessment Cronbach's alpha, factor analysis EFA & CFA, and SEM model from software SPSS and AMOS. The results show that: (i) Delivery Time, Availability, and Commodity Status positively impact customer satisfaction in logistics operations; (ii) Delivery Time, Availability and Commodity Status positively impact Customer Loyalty in logistics; and (iii) Satisfaction factor positively impacts Loyalty in logistics operations.