Abstract :

This study investigates the factors influencing customer satisfaction with logistics service quality in Ba Ria – Vung Tau, Vietnam using the SERVPERF model. Data were collected from 250 enterprises and analyzed using Cronbach’s Alpha, Exploratory Factor Analysis, Pearson correlation, and multiple regression. The results confirm that responsiveness, assurance, and tangibles have significant positive effects on customer satisfaction, with responsiveness showing the strongest impact. In contrast, empathy and reliability were not found to have significant effects in the final model. The findings also indicate that satisfaction varies across business sectors but shows no significant differences based on firm size or years of operation. These results suggest that logistics service providers should prioritize improving service responsiveness, staff competence, and physical facilities to enhance customer satisfaction.

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Keywords :

Customer Satisfaction, Logistics service quality, Logistics services, SERVPERF, Vietnam

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