The relationship between information technology, logistics service quality and perceived performances in Vietnam logistics service industry

Abstract

This study investigated the relationship between information technology, logistics service quality, and perceived performances. Data collected from an online survey through questionnaires was sent to 470 customers who have been using logistics services in Vietnam and 458 valid responses were received. This study discovered that innovation capability has a positive impact on personal contact quality, order fulfillment, information quality and social responsibility. Personal contact quality, order fulfillment, information quality and social responsibility positively affect the customer satisfaction, while customer satisfaction positively affects perceived performances. This study provides insights into the importance of customer satisfaction and perceived performances of customers in the logistics industry and highlights the need for logistics companies to prioritize customer satisfaction and improve their overall performance as well as their competitiveness.