Factors affect customer satisfaction: the case of cargo delivery services

Abstract

The research aims to explore and measure the factors affecting customer satisfaction in cargo delivery services in Vietnam. Notably, the researchers develop a new scale to examine the effect the customer satisfaction, and it is the price factor. To conduct the research, the authors do group discussions and expert discussion and then analyzed 1,729 valid respondents with five factors: resource, service capacity, management capacity, brand reputation and price. The result from Exploratory Factor Analysis (EFA) shows that all of the independent variables have a significant effect on customer satisfaction. In which, brand reputation is the most influential factor, and the management capacity is the least influential factor. Besides, the research shows that the price also effects on customer satisfaction on cargo delivery context. Based on that, the research recommends the necessary management solutions to increase customer satisfaction, and it also supports the new scale and ideas to research in the new field and new country in further research.