Asian Journal of Shipping and Logistics | 2026
Authors: Thuy C.N.T.; Khoi N.H.; Ngan N.T.B.; Hoang L.V.H.; Van Hai H.
DOI: 10.1016/j.ajsl.2026.06.002
Journal: Asian Journal of Shipping and Logistics
Year: 2026
Publisher: Korean Association of Shipping and Logistics, Inc.
Document Type: Article
Open Access: All Open Access; Gold Open Access
Cited by: 0
Purpose This study aims to provide a comprehensive evaluation of last-mile delivery (LMD) service quality in Vietnam by integrating the SERVQUAL framework with the Fuzzy-Kano model and Importance–Performance Analysis (IPA), thereby identifying the service attributes that most significantly influence customer satisfaction and clarifying strategic priorities for service enhancement. Methodology Building on SERVQUAL, fifteen LMD service attributes were formulated and expert-validated, after which data collected from 184 customers underwent Fuzzy-Kano analysis (α = 0.5) to capture uncertainty in evaluations, followed by IPA using median thresholds to determine strategic priorities. Finding: Findings reveal that increasing the speed of complaint resolution and addressing lost or damaged goods more promptly are top priorities for improvement, whereas intact packaging, timely delivery, and accurate order fulfillment constitute essential attributes that must be reliably maintained. These results highlight the asymmetric contribution of service attributes to customer satisfaction and point to the operational areas that warrant focused managerial attention. Originality This study is one of the first to combine SERVQUAL, Fuzzy-Kano, and IPA into a unified framework for assessing LMD service quality in Vietnam, offering a more objective and comprehensive approach than traditional single-method evaluations. © 2026 The Authors.
Fuzzy-Kano; IPA; Last-mile delivery; Service quality; SERVQUAL; Vietnam