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The determinants of customer satisfaction with Damco supply chain management service

This quantitative research is conducted to identify factors influencing customer satisfaction in Damco Supply Chain Management Service. Data are collected by delivering survey questionnaires to customers currently using Damco Vietnam’s supply chain management service. | JED No.214 October 2012 | 19 The Determinants of Customer Satisfaction with Damco Supply Chain Management Service VÕ THỊ QUÝ Doctor of Philosophy, University of Economics Hochiminh City Lecturer at CFVG - quy@ueh.edu.vn NGUYỄN THỊ MAI THY MBA, Damco Supply Chain Service maithy68@yahoo.ca ABSTRACT This quantitative research is conducted to identify factors influencing customer satisfaction in Damco Supply Chain Management Service. Data are collected by delivering survey questionnaires to customers currently using Damco Vietnam’s supply chain management service. The research resulted in seven dimensions for customer satisfaction – Tangibles, Reliability, Assurance, and Empathy, Perceived Price, Relationship Service and Relationship Quality spreading out in 21 measurement items. Being one of the leading service providers, Damco has been known by its standard service quality well beyond Vietnam market. However, throughout the economic downturn period several key customers restructured their supply chain and switched to other service providers, customer intimacy emerged as the most concerned issue. Figuring out factors driving customer satisfaction may help the company to build up a foundation of customers’ understanding and improve its service to enhance its customer satisfaction. Keywords: customer satisfaction, supply chain management, Vietnam 20 | Võ Thị Quý The Determinants of Customer Satisfaction 1. INTRODUCTION Vietnam has seen a robust economic recovery after being adversely impacted by the 2008global financial crisis. In spite of fluctuations in foreign exchange rate and gold markets, as well as a double-digital inflation rate, GDP for the first time surpassed US$100 billion in 2010 (http://thuongmai.vn). Both GDP and export growth were far beyond forecast and expectations (respectively 6.78% and 25.5% http://www.gso.gov.vn). Within this context, logistics market in general and supply chain management service in particular is not left behind. Michael .