Logistics Service Quality: The Case of Da Nang City

Cost minimization is a key objective in managing logistics services. In this context, a growing interest in quality improvement can be observed. However, service quality is hard to quantify as it is a function of varying customer perceptions over time, of the measurement process and of the analysis of the data gathered. This study examines the logistics service quality by scales developed according to SERVQUAL instrument. A survey of 200 customers of logistics service providers (LSP) was conducted in Da Nang City. The data analysis shows that LSPs in Da Nang city need to improve Research and Development and to develop Customer Care programs.