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- Tác giả: Nguyễn Ngọc Quỳnh Anh
- Thông tin XB: TP. HCM: Trường Đại học Ngoại thương, 2026
- Mô tả vật lý: 125 p.
- Tóm tắt: This study utilizes a validated PLS-SEM framework to analyze the determinants of customer satisfaction in Vietnam's international courier sector, identifying price, order accuracy, timeliness, and trust as the most critical drivers. Based on survey data from 242 respondents, the findings suggest that courier firms like Saigon Pacific Cargo should prioritize transparent pricing, automated tracking, and reliable delivery protocols over secondary factors like ease of use or personnel quality. Furthermore, ...
- Từ khóa: Service Quality; PLS-SEM; Customer Satisfaction; International Courier Services
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