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- Tác giả: Nguyễn Gia Huy
- Thông tin XB: TP. HCM: Trường Đại học Ngoại thương, 2026
- Mô tả vật lý: 125 p.
- Tóm tắt: This research validates a seven-factor SERVQUAL-based model to evaluate last-mile logistics in Ho Chi Minh City, confirming that service quality is a multidimensional construct encompassing operational accuracy, interpersonal interactions, and responsiveness. The findings highlight that customer satisfaction is driven by a holistic perception of the entire delivery experience rather than just delivery speed, emphasizing the critical roles of reliability, transparency, and staff courtesy. Contextualized ...
- Từ khóa: E-commerce delivery; Customer satisfaction; SERVQUAL; Last-mile logistics
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