Why do clients switch? An empirical study on third-party logistics (3PL) service providers’ loyalty in Vietnam
VMOST Journal of Social Sciences and Humanities; Vol 67, Number 1; pp: 22-36.
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| Lingua: | English |
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VMOST Journal of Social Sciences and Humanities
2025
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| Accesso online: | https://elib.vku.udn.vn/handle/123456789/5862 |
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| Thư viện lưu trữ: | Trường Đại học Công nghệ Thông tin và Truyền thông Việt Hàn - Đại học Đà Nẵng |
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oai:elib.vku.udn.vn:123456789-58622025-11-17T10:00:40Z Why do clients switch? An empirical study on third-party logistics (3PL) service providers’ loyalty in Vietnam Huynh, Thi My Co Luong, Minh Thang Nguyen, Phan Thuy Uyen Tran, Thien Vu intention to switch loyalty third-party logistics (3PL) provider service quality Vietnam VMOST Journal of Social Sciences and Humanities; Vol 67, Number 1; pp: 22-36. The logistics industry significantly contributes to global supply chain and e-commerce growth. This study investigates the overall service quality (OSQ), leading to customer satisfaction (CS) and switching intention (SW) within Vietnam’s logistics industry. Additionally, it examines the role of digital transformation (DT) as a moderating factor in the relationship between OSQ and CS. Employing partial least square structural equation modelling (PLS-SEM), we analysed factors impacting overall logistics service quality, satisfaction, and loyalty among 229 companies within Vietnam’s economy. Our findings suggest that reliability, responsiveness, empathy, and order discrepancy handling positively influence OSQ. Customers with higher satisfaction and perceived service quality are less likely to switch logistics service providers. Contrarily, DT does not significantly moderate the relationship between OSQ and CS within the surveyed data. Therefore, logistics service providers should enhance aspects such as reliability and responsiveness to improve service quality. This study contributes to understanding the links among OSQ, CS (moderated by DT), and SW in the Vietnam logistics industry, providing practical implications for operational excellence. 2025-11-17T10:00:28Z 2025-11-17T10:00:28Z 2025-04 Working Paper 2815-6471 https://elib.vku.udn.vn/handle/123456789/5862 en application/pdf VMOST Journal of Social Sciences and Humanities |
| institution |
Trường Đại học Công nghệ Thông tin và Truyền thông Việt Hàn - Đại học Đà Nẵng |
| collection |
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| language |
English |
| topic |
intention to switch loyalty third-party logistics (3PL) provider service quality Vietnam |
| spellingShingle |
intention to switch loyalty third-party logistics (3PL) provider service quality Vietnam Huynh, Thi My Co Luong, Minh Thang Nguyen, Phan Thuy Uyen Tran, Thien Vu Why do clients switch? An empirical study on third-party logistics (3PL) service providers’ loyalty in Vietnam |
| description |
VMOST Journal of Social Sciences and Humanities; Vol 67, Number 1; pp: 22-36. |
| format |
Working Paper |
| author |
Huynh, Thi My Co Luong, Minh Thang Nguyen, Phan Thuy Uyen Tran, Thien Vu |
| author_facet |
Huynh, Thi My Co Luong, Minh Thang Nguyen, Phan Thuy Uyen Tran, Thien Vu |
| author_sort |
Huynh, Thi My Co |
| title |
Why do clients switch? An empirical study on third-party logistics (3PL) service providers’ loyalty in Vietnam |
| title_short |
Why do clients switch? An empirical study on third-party logistics (3PL) service providers’ loyalty in Vietnam |
| title_full |
Why do clients switch? An empirical study on third-party logistics (3PL) service providers’ loyalty in Vietnam |
| title_fullStr |
Why do clients switch? An empirical study on third-party logistics (3PL) service providers’ loyalty in Vietnam |
| title_full_unstemmed |
Why do clients switch? An empirical study on third-party logistics (3PL) service providers’ loyalty in Vietnam |
| title_sort |
why do clients switch? an empirical study on third-party logistics (3pl) service providers’ loyalty in vietnam |
| publisher |
VMOST Journal of Social Sciences and Humanities |
| publishDate |
2025 |
| url |
https://elib.vku.udn.vn/handle/123456789/5862 |
| _version_ |
1849386800319037440 |