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
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DOI - Digital Object Identifier
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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
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
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OECD FORD branch
50204 - Business and management
Result continuities
Project
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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
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e-ISSN
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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
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