How to cite this paper
Nguyen, M & Vo, T. (2024). The relationship between information technology, logistics service quality and perceived performances in Vietnam logistics service industry.Uncertain Supply Chain Management, 12(1), 425-434.
Refrences
Akoğlu, N., Civelek, M. E., & Başaran, Y. (2022). The role of information technology in the effect of innovation capability on logistics service quality. İşletme Araştırmaları Dergisi, 14(1), 249-265.
Alemu, H. (2016). Implication of logistics service quality on customer satisfaction: the case of Jumia online market. Addis Ababa University, Ethiopia.
Aslan, H., Taşçı, H., & Yıldız, B. (2018). Lojistik hizmet kalitesi ve lojistik bilgi teknolojisinin lojistik ve firma performansı üzerindeki etkisi. Journal of Current Researches on Social Sciences, 8(1), 344-347.
Bagozzi, R. P., & Foxall, G. R. (1996). Construct validation of a measure of adaptive-innovative cognitive styles in consumption. International Journal of Research in Marketing, 13(3), 201-213.
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of tourism research, 27(3), 785-804.
Bergman, B., & Klefsjö, B. (2010). Quality from customer needs to customer satisfaction. Studentlitteratur AB.
Bharadwaj, A. S. (2000). A resource-based perspective on information technology capability and firm performance: an empirical investigation. MIS quarterly, 24(1), 169-196.
Chin, S. H., Soh, K. L., & Wong, W. P. (2013). Impact of switching costs on the tripartite model–third party logistics. Management, 3(2), 79-88.
Chow, G., Heaver, T. D., & Henriksson, L. E. (1994). Logistics performance: definition and measurement. International journal of physical distribution & logistics management, 24(1), 17-28.
Closs, D. J., Goldsby, T. J., & Clinton, S. R. (1997). Information technology influences on world class logistics capability. International Journal of Physical Distribution & Logistics Management, 27(1), 4-17.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
DeGroote, S. E., & Marx, T. G. (2013). The impact of IT on supply chain agility and firm performance: An empirical investigation. International Journal of Information Management, 33(6), 909-916.
Founou, R. (2002). The role of IT in logistics competitive advantage or strategic necessity. In 2nd Swiss Transport Research Conference (pp. 1-21).
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
Hafez, L., Elakkad, E., & Gamil, M. (2021). A Study on the Impact of Logistics Service Quality on the Satisfaction and Loyalty of E-Shoppers in Egypt. Open Journal of Business and Management, 9(5), 2464-2478.
Hair, J. F., Jr., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis with readings. 5th Edn. Englewood Cliffs, NJ: Prentice Hall.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis (7th Edition). NJ: Prentice Hall.
Han, J., Trienekens, J., & Omta, S. (2009). Integrated information and logistics management, quality management and firm performance of pork processing industry in China. British Food Journal, 111(1), 9-25
Jang, H. M., Marlow, P. B., & Mitroussi, K. (2013). The effect of logistics service quality on customer loyalty through relationship quality in the container shipping context. Transportation Journal, 52(4), 493-521.
Kilibarda, M., Nikolicic, S., & Andrejic, M. (2016). Measurement of logistics service quality in freight forwarding companies: A case study of the Serbian market. The International Journal of Logistics Management, 27(3), 770-794.
Lai, F., Zhao, X., & Wang, Q. (2007). Taxonomy of information technology strategy and its impact on the performance of third-party logistics (3PL) in China. International Journal of Production Research, 45(10), 2195-2218.
Lambert, R., & Peppard, J. (1993). Information technology and new organizational forms: destination but no road map?. The Journal of Strategic Information Systems, 2(3), 180-206.
Lewis, R.C. and Booms, B.H. (1983). The Marketing Aspects of Service Quality. in Berry, L., Shostack, G. and Upah, G. (Eds.), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, pp. 99-104
Lin, J. S. C., & Hsieh, P. L. (2006). The role of technology readiness in customers' perception and adoption of self‐service technologies. International Journal of Service Industry Management, 17(5), 497-517.
Lin, X., Mamun, A. A., Yang, Q., & Masukujjaman, M. (2023). Examining the effect of logistics service quality on customer satisfaction and re-use intention. PloS one, 18(5), e0286382.
Liu, X., Grant, D.B., Alan, C.M., & Feng, Y. (2010), An empirical examination of the contribution of capabilities to the competitiveness of logistics service providers: a perspective from China. International Journal of Physical Distribution & Logistics Management, 40(10), 847-866.
Lyu, G., Chen, L., & Huo, B. (2019). The impact of logistics platforms and location on logistics resource integration and operational performance. The International Journal of Logistics Management, 30(2), 549-568.
Mentzer, J., Daniel, J., & Kent, J. (1999). Developing a logistics service quality scale. Journal of Husmess Logistics, 20(1), 9-32.
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics Service Quality as a Segment-Customized Process. Journal of Marketing, 65, 82-104
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12–37.
Politis, Y., Giovanis, A., & Binioris, S. (2014). Logistics service quality and its effects on customer satisfaction in the manufacturing companies’ supply chains: Empirical evidence from Greece. Journal of Modelling in Management, 9(2), 215-237.
Prahalad, C. K., & Krishnan, M. S. (1999). The new meaning of quality in the information age. Harvard business review, 77(5), 109-109.
Rathi, D., & Given, L. M. (2017). Non-profit organizations’ use of tools and technologies for knowledge management: a comparative study. Journal of Knowledge Management, 21(4), 718-740.
Sachdev, H., Merz, G. R., Barcellos, P. F. P., & Borella, M. R. D. C. (2015). Logistics Service Provider-Client Relationship: Comparing USA and Brazil. Atlantic Marketing Journal, 4(2), 6.
Saura, I.G., Francés, D.S., Contri, G.B., & Blasco, M.F. (2008). Logistics service quality: a new way to loyalty. Industrial Management & Data System, 108(5), 650-668.
Schneider, B., & White, S. S. (2004). Service quality: Research perspectives. Thousand Oaks, CA: Sage
Simon, D. H., Gómez, M. I., McLaughlin, E. W., & Wittink, D. R. (2009). Employee attitudes, customer satisfaction, and sales performance: Assessing the linkages in US grocery stores. Managerial and decision economics, 30(1), 27-41.
Sink, D. S., Tuttle, T. C., & DeVries, S. J. (1984). Productivity measurement and evaluation: What is available?. National Productivity Review, 3(3), 265-287.
Tabachnick, B. G., & Fidell, L. S. (1989). Using multivariale statistics (2nd ed.). Cambridge: Harper & Row
Tadejko, P. (2015). Application of Internet of Things in logistics–current challenges. Ekonomia i Zarządzanie, 7(4), 54-64.
Thai, V. V. (2008). Service quality in maritime transport: conceptual model and empirical evidence. Asia Pacific Journal of Marketing and Logistics, 20(4), 493-518.
Thai, V. (2013) Logistics service quality: conceptual model and empirical evidence. International Journal of Logistics Research and Aplications: A Leading Journal of Supply Chain Management, 16(2), 114-131
Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management: An International Journal, 13(1), 1-10.
Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: an alternative to the disconfirmation of expectations theory of consumer satisfaction. ACR North American Advances.
Zeithaml, V. A., & Bitner, M. J. (2000). Services marketing. New York: McGraw-Hill.
Alemu, H. (2016). Implication of logistics service quality on customer satisfaction: the case of Jumia online market. Addis Ababa University, Ethiopia.
Aslan, H., Taşçı, H., & Yıldız, B. (2018). Lojistik hizmet kalitesi ve lojistik bilgi teknolojisinin lojistik ve firma performansı üzerindeki etkisi. Journal of Current Researches on Social Sciences, 8(1), 344-347.
Bagozzi, R. P., & Foxall, G. R. (1996). Construct validation of a measure of adaptive-innovative cognitive styles in consumption. International Journal of Research in Marketing, 13(3), 201-213.
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of tourism research, 27(3), 785-804.
Bergman, B., & Klefsjö, B. (2010). Quality from customer needs to customer satisfaction. Studentlitteratur AB.
Bharadwaj, A. S. (2000). A resource-based perspective on information technology capability and firm performance: an empirical investigation. MIS quarterly, 24(1), 169-196.
Chin, S. H., Soh, K. L., & Wong, W. P. (2013). Impact of switching costs on the tripartite model–third party logistics. Management, 3(2), 79-88.
Chow, G., Heaver, T. D., & Henriksson, L. E. (1994). Logistics performance: definition and measurement. International journal of physical distribution & logistics management, 24(1), 17-28.
Closs, D. J., Goldsby, T. J., & Clinton, S. R. (1997). Information technology influences on world class logistics capability. International Journal of Physical Distribution & Logistics Management, 27(1), 4-17.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
DeGroote, S. E., & Marx, T. G. (2013). The impact of IT on supply chain agility and firm performance: An empirical investigation. International Journal of Information Management, 33(6), 909-916.
Founou, R. (2002). The role of IT in logistics competitive advantage or strategic necessity. In 2nd Swiss Transport Research Conference (pp. 1-21).
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
Hafez, L., Elakkad, E., & Gamil, M. (2021). A Study on the Impact of Logistics Service Quality on the Satisfaction and Loyalty of E-Shoppers in Egypt. Open Journal of Business and Management, 9(5), 2464-2478.
Hair, J. F., Jr., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis with readings. 5th Edn. Englewood Cliffs, NJ: Prentice Hall.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis (7th Edition). NJ: Prentice Hall.
Han, J., Trienekens, J., & Omta, S. (2009). Integrated information and logistics management, quality management and firm performance of pork processing industry in China. British Food Journal, 111(1), 9-25
Jang, H. M., Marlow, P. B., & Mitroussi, K. (2013). The effect of logistics service quality on customer loyalty through relationship quality in the container shipping context. Transportation Journal, 52(4), 493-521.
Kilibarda, M., Nikolicic, S., & Andrejic, M. (2016). Measurement of logistics service quality in freight forwarding companies: A case study of the Serbian market. The International Journal of Logistics Management, 27(3), 770-794.
Lai, F., Zhao, X., & Wang, Q. (2007). Taxonomy of information technology strategy and its impact on the performance of third-party logistics (3PL) in China. International Journal of Production Research, 45(10), 2195-2218.
Lambert, R., & Peppard, J. (1993). Information technology and new organizational forms: destination but no road map?. The Journal of Strategic Information Systems, 2(3), 180-206.
Lewis, R.C. and Booms, B.H. (1983). The Marketing Aspects of Service Quality. in Berry, L., Shostack, G. and Upah, G. (Eds.), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, pp. 99-104
Lin, J. S. C., & Hsieh, P. L. (2006). The role of technology readiness in customers' perception and adoption of self‐service technologies. International Journal of Service Industry Management, 17(5), 497-517.
Lin, X., Mamun, A. A., Yang, Q., & Masukujjaman, M. (2023). Examining the effect of logistics service quality on customer satisfaction and re-use intention. PloS one, 18(5), e0286382.
Liu, X., Grant, D.B., Alan, C.M., & Feng, Y. (2010), An empirical examination of the contribution of capabilities to the competitiveness of logistics service providers: a perspective from China. International Journal of Physical Distribution & Logistics Management, 40(10), 847-866.
Lyu, G., Chen, L., & Huo, B. (2019). The impact of logistics platforms and location on logistics resource integration and operational performance. The International Journal of Logistics Management, 30(2), 549-568.
Mentzer, J., Daniel, J., & Kent, J. (1999). Developing a logistics service quality scale. Journal of Husmess Logistics, 20(1), 9-32.
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics Service Quality as a Segment-Customized Process. Journal of Marketing, 65, 82-104
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(3), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12–37.
Politis, Y., Giovanis, A., & Binioris, S. (2014). Logistics service quality and its effects on customer satisfaction in the manufacturing companies’ supply chains: Empirical evidence from Greece. Journal of Modelling in Management, 9(2), 215-237.
Prahalad, C. K., & Krishnan, M. S. (1999). The new meaning of quality in the information age. Harvard business review, 77(5), 109-109.
Rathi, D., & Given, L. M. (2017). Non-profit organizations’ use of tools and technologies for knowledge management: a comparative study. Journal of Knowledge Management, 21(4), 718-740.
Sachdev, H., Merz, G. R., Barcellos, P. F. P., & Borella, M. R. D. C. (2015). Logistics Service Provider-Client Relationship: Comparing USA and Brazil. Atlantic Marketing Journal, 4(2), 6.
Saura, I.G., Francés, D.S., Contri, G.B., & Blasco, M.F. (2008). Logistics service quality: a new way to loyalty. Industrial Management & Data System, 108(5), 650-668.
Schneider, B., & White, S. S. (2004). Service quality: Research perspectives. Thousand Oaks, CA: Sage
Simon, D. H., Gómez, M. I., McLaughlin, E. W., & Wittink, D. R. (2009). Employee attitudes, customer satisfaction, and sales performance: Assessing the linkages in US grocery stores. Managerial and decision economics, 30(1), 27-41.
Sink, D. S., Tuttle, T. C., & DeVries, S. J. (1984). Productivity measurement and evaluation: What is available?. National Productivity Review, 3(3), 265-287.
Tabachnick, B. G., & Fidell, L. S. (1989). Using multivariale statistics (2nd ed.). Cambridge: Harper & Row
Tadejko, P. (2015). Application of Internet of Things in logistics–current challenges. Ekonomia i Zarządzanie, 7(4), 54-64.
Thai, V. V. (2008). Service quality in maritime transport: conceptual model and empirical evidence. Asia Pacific Journal of Marketing and Logistics, 20(4), 493-518.
Thai, V. (2013) Logistics service quality: conceptual model and empirical evidence. International Journal of Logistics Research and Aplications: A Leading Journal of Supply Chain Management, 16(2), 114-131
Uvet, H. (2020). Importance of logistics service quality in customer satisfaction: An empirical study. Operations and Supply Chain Management: An International Journal, 13(1), 1-10.
Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: an alternative to the disconfirmation of expectations theory of consumer satisfaction. ACR North American Advances.
Zeithaml, V. A., & Bitner, M. J. (2000). Services marketing. New York: McGraw-Hill.