A STUDY ON THE FACTORS AFFECTING CUSTOMERS' SATISFACTION WITH LOGISTICS SERVICES: AN EMPIRICAL SURVEY IN DA NANG CITY, VIETNAM

This study has been conducted to measure factors that influence customers' satisfaction with some Da Nang logistics companies. A survey sample consists of 204 customers, who use the logistics services of Da Nang logistics companies in recent times. It is evident from result that service capability of the staff, the facilities at the unit, empathy and the ability to meet customer demand is the key factor to the positive decision pleased use of logistics in Da Nang logistics companies. Most interviews in recent years. Based on the research findings, several implications are proposed for enhancing customer satisfaction with the service quality in the near future.