Logistics and Consumer Satisfaction: Evidence from Online Vietnamese Cosmetics Industry

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Logistics and Consumer Satisfaction: Evidence from Online Vietnamese Cosmetics Industry

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Logistics and Consumer Satisfaction: Evidence from Online Vietnamese Cosmetics Industry

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

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Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2020

Kód důvěrnosti údajů

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

Název statě ve sborníku

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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Počet stran výsledku

11

Strana od-do

1-11

Název nakladatele

The International Conference on Business and Finance (ICBF)

Místo vydání

Ho Chi Minh City

Místo konání akce

Ho Chi Minh City

Datum konání akce

28. 8. 2020

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

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