THE IMPACT OF SUSTAINABLE SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN AIR CARGO LOGISTICS: EVIDENCE FROM VIETNAM’S GLOBAL VALUE CHAINS VIETNAM
DOI:
https://doi.org/10.62985/j.huit_ojs.vol26.no3E.550Keywords:
Sustainable service quality, air cargo logistics, customer satisfaction, customer loyalty, triple bottom line, global value chains.Abstract
The study examined how sustainable service quality impacts customer satisfaction and customer loyalty within air cargo logistics in Vietnam's global supply chain. Anchored in the triple bottom line principles, sustainable service quality is modeled through economic environmental and social dimensions. Data from 300 firms using international air cargo services were analyzed using SPSS 27.0 and AMOS 24.0. Findings demonstrate that each aspect of sustainable service quality has a significantly positive influence on both customer satisfaction and customer loyalty; in addition to the relative influence of environmental and social service quality on both factors. Customer satisfaction also contributes to customer loyalty although its effect is relatively modest. The study enriches logistics service quality literature by incorporating sustainability and offers managerial implications for enhancing long term relationships in global value chains.
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