THE IMPACT OF LOGISTICS SERVICES ON CUSTOMER SATISFACTION: AN EMPIRICAL STUDY IN THE COVID 19 PANDEMIC

Abstract

During the Covid-19 pandemic, Vietnam implemented social distancing measures to prevent the spread of the disease. Ordering, delivery, and transportation services through applications of logistics technology develop rapidly. This study aims to determine how factors of delivery service affect customer satisfaction in the context of the Covid-19 pandemic. Qualitative and quantitative research was carried out to determine the quality factors of ordering and delivery services via Grab’s application in order to propose a research model. Surveyed data from 259 customers who are using Grab’s app services in Ho Chi Minh City during the lockdown period. Research results have shown that all five factors of delivery service quality via the Grab application have a significant impact on customer satisfaction. In particular, assurance and price policy are the most influential factors in customer satisfaction, followed by service competence and responsiveness. The research implications have been proposed to improve and enhance Grab customer satisfaction.