Abstract
This study focuses on identifying the role of customer policies in customer trust, satisfaction, and the impact of trust and satisfaction on customer loyalty in logistics operations. The methods used in the study include qualitative research through discussions with experts to supplement or adjust the measurement scales and research model to better fit the research context; and quantitative research through surveys of 514 individuals who have transactions with logistics organizations. Statistical methods, including reliability assessment using Cronbach’s alpha, Exploratory Factor Analysis (EFA), measurement model, and Structural Equation Modeling (PLS-SEM), were used for analysis. The results show that: (1) Customer Policy (CS) positively impacts customer Trust (NT) and Satisfaction (HL); (2) Customer Trust (NT) positively impacts customer Satisfaction (HL) and Loyalty (TT); and (3) Customer Satisfaction (HL) positively impacts customer Loyalty (TT).
Keywords: Logistics, policies, trust, satisfaction, loyalty.
JEL classification: L62, L9, L98, L8.
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Ban biên tập Tạp chí Kinh tế & Quản trị Kinh doanh
Phòng 514, Nhà điều hành, trường Đại học Kinh tế & Quản trị Kinh doanh
Địa chỉ: Phường Tân Thịnh, thành phố Thái Nguyên
Email: tapchikt-qtkd@tueba.edu.vn; Điện thoại: 0208.3903373
