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Logistics and Consumer Satisfaction: Evidence from Online Vietnamese Cosmetics Industry

The result's identifiers

  • Result code in IS VaVaI

    <a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F20%3A63525201" target="_blank" >RIV/70883521:28120/20:63525201 - isvavai.cz</a>

  • Result on the web

  • DOI - Digital Object Identifier

Alternative languages

  • Result language

    angličtina

  • Original language name

    Logistics and Consumer Satisfaction: Evidence from Online Vietnamese Cosmetics Industry

  • Original language description

    Online shopping has increased significantly worldwide in the last few years. Vietnam is no exception, but although this country has experienced an increase in online shopping, it seems to lag behind the rest of the world where this development is concerned. To create the online successful business, customer satisfaction is very important for logistics companies seeking competitive advantage, because they realize that if they do not satisfy the expectations of customers, their place will be taken by other companies whose activities will be more concentrated on customer expectations. Therefore, logistics companies must ensure every customer service relate aspect, no matter what it includes: acceptance of orders, their execution or the solution of problems. A client of a logistics company must be sure that the chosen company understands his needs. Considering this, the article presents the results of the research related to customer satisfaction with logistic services and their quality. The researcher made use of secondary research to construct a model of factors influencing online customer satisfaction and then tested the model among Vietnamese living in Vietnam. A sample of 120 online shoppers was used and quantitative research was conducted by means of a structured questionnaire. It was found that convenience, delivery, and time saving were viewed by customers as the most important reasons for buying online, while branding was viewed as the least important factor. The research results confirmed the model developed by the researcher. Results of the study, as well as recommendations for future research, are presented.

  • Czech name

  • Czech description

Classification

  • Type

    D - Article in proceedings

  • CEP classification

  • OECD FORD branch

    50204 - Business and management

Result continuities

  • Project

  • Continuities

    V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Others

  • Publication year

    2020

  • Confidentiality

    S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Data specific for result type

  • Article name in the collection

    Presented and published at The International Conference on Business and Finance

  • ISBN

    978-604-3-01914-8

  • ISSN

  • e-ISSN

  • Number of pages

    11

  • Pages from-to

    1-11

  • Publisher name

    The International Conference on Business and Finance (ICBF)

  • Place of publication

    Ho Chi Minh City

  • Event location

    Ho Chi Minh City

  • Event date

    Aug 28, 2020

  • Type of event by nationality

    WRD - Celosvětová akce

  • UT code for WoS article