Acta Logistica | 2026
Authors: To A.T.; Huynh N.T.; Dang T.M.T.; Trinh T.H.M.; Pham T.X.T.
DOI: 10.22306/al.v13i1.718
Journal: Acta Logistica
Year: 2026
Publisher: 4S go, s.r.o
Document Type: Article
Open Access: All Open Access; Gold Open Access
Cited by: 0
The rise of e-commerce has intensified the demand for logistics services, emphasizing the need for research on service quality to enhance efficiency and customer satisfaction, ultimately fostering loyalty. This study explores the impact of Logistics Service Quality (LSQ) on customer satisfaction and loyalty in the dynamic logistics market of Ho Chi Minh City, Vietnam. Employing an extended SERVQUAL model, this study investigates six dimensions of Logistics Service Quality (LSQ): tangibility, reliability, responsiveness, assurance, empathy, and the newly added dimension of fairness, thereby providing a more comprehensive and nuanced understanding of logistics service quality. A quantitative approach was employed, analyzing data from 409 logistics service users using Partial Least Squares Structural Equation Modelling (PLS-SEM). The findings indicate that all the service quality dimensions positively influence customer satisfaction, except for reliability, suggesting a potential misalignment between customer expectations and the consistency of service performance in this market. Additionally, customer satisfaction was found to be a strong and positive predictor of customer loyalty. These results provide practical insights for logistics providers to prioritize service attributes that most effectively enhance customer satisfaction and loyalty. The study contributes to the literature by validating an extended LSQ model in a key Southeast Asian context and offers a managerial framework for improving customer relationships and sustaining a competitive advantage. This research is highly relevant for both scholars and practitioners in logistics, offering a solid empirical foundation for improving service quality and fostering customer loyalty in the sector. © 2026, 4S go, s.r.o. All rights reserved.
customer loyalty; customer satisfaction; logistic service quality; SERVQUAL