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<p>The current study examines how key dimensions of logistics performance affect customer satisfaction and loyalty, using data from 138 business customers in Vietnam. Unlike pre-pandemic findings that prioritized Cost and Relational performance, our results reveal that, especially in developing countries, Operational performance has become equally critical, reflecting customers’ heightened expectations for reliability and responsiveness in a more volatile environment. This shift challenges the traditional focus of logistics leaders. The latter must move beyond relying predominantly on cost-efficiency and relationships, and instead develop a more balanced approach that addresses evolving customer demands in the changing logistics landscape.</p>

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Think Again about Customers Perception of Logistics Service Performance: Key Drivers for Gaining Satisfaction and Loyalty

  • 期刊论文

  • 发表日期：

    2025年12月3日

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  • Hoang-Phuong-Linh Nguyen,
  • Odile Chanut,
  • Vo Thi Ngoc Thuy,
  • Phuong-Nhung Lam,
  • Phuong-Thao Nguyen,
  • Thi-Minh-Lan Nguyen,
  • Thi-Ngoc Ta,
  • Phi-Hung Bui

摘要

The current study examines how key dimensions of logistics performance affect customer satisfaction and loyalty, using data from 138 business customers in Vietnam. Unlike pre-pandemic findings that prioritized Cost and Relational performance, our results reveal that, especially in developing countries, Operational performance has become equally critical, reflecting customers’ heightened expectations for reliability and responsiveness in a more volatile environment. This shift challenges the traditional focus of logistics leaders. The latter must move beyond relying predominantly on cost-efficiency and relationships, and instead develop a more balanced approach that addresses evolving customer demands in the changing logistics landscape.