Luận văn

Luận văn tốt nghiệp ngành Logistics, đánh giá chất lượng dịch vụ tại công ty OOCL Logistics, sử dụng mô hình servperf, phần mềm SPSS để phân tích dữ liệu, luận văn viết hoàn toàn bằng tiếng anh

As the global economy continues to expand and evolve, the logistics industryplays an increasingly vital role in facilitating the movement of goods and servicesacross borders In Vietnam, where rapid economic growth and industrialdevelopment are driving increased demand for logistics services, ensuring high-quality service delivery is essential for the success and competitiveness of logisticscompanies As goods and services traverse the globe, the efficient management oflogistics becomes increasingly essential This very circumstance has prompted ourdecision to conduct research on the subject: "Solutions to improve the quality oflogistics services at OOCL Logistics (Vietnam) Company Limited" Thisdissertation delves into the realm of logistics service quality improvement, focusingspecifically on proposing solutions for OOCL Logistics Company Limited(Vietnam).

The decision to undertake this research stems from a recognition of theimportance of logistics service quality in meeting customer expectations andmaintaining competitive advantage Given the rapid growth of Vietnam's economyand its increasing integration into the global market, ensuring high-quality logisticsservices is imperative for maintaining competitiveness and meeting customerexpectations By enhancing service quality, logistics companies can not onlyimprove customer satisfaction but also streamline operations and differentiatethemselves in the marketplace.

Conducting this research is crucial for several reasons Firstly, it provides anopportunity to contribute to the body of knowledge in logistics management,particularly in the context of Vietnam's rapidly evolving logistics landscape.Secondly, it offers practical insights and recommendations that can be implementedby logistics companies to enhance their service delivery standards Lastly, it servesas a platform for academic inquiry and dialogue, fostering collaboration betweenacademia and industry practitioners to address real-world challenges.

The report consists of 3 chapters: Chapter 1: Literature review

Chapter 2: Analysis and evaluations of logistics service quality at OOCL LogisticsCompany Limited (Vietnam)

Chapter 3: Proposed solutions for enhancing logistics service quality at OOCLLogistics Company Limited (Vietnam)

I confirm that this dissertation is my own work, is not copied from any otherperson's work (published or unpublished), and has not previously submitted forassessment either at Vietnam Maritime University or elsewhere.

If violated, I am solely responsible for and bear the punishments of theuniversity.

Signature of studentSignature of studentSignature of student

[Le Thi Hang][Pham Thi Thanh][Nguyen Thi Van]

As we embark on this journey of academic exploration, we are deeply gratefulfor the guidance and support provided by individuals and organizations who haveplayed pivotal roles in shaping our research endeavors.

First and foremost, we extend our heartfelt appreciation to MSc Tran Hai Vietfor his invaluable mentorship and unwavering support throughout this researchendeavor His expertise and insights have been instrumental in guiding us throughthe complexities of our study.

We would also like to express our deepest gratitude for the unwaveringdedication and passionate teaching provided by the faculty members of theInternational Business and Logistics (IBL) department throughout our four years ofundergraduate studies Their enthusiastic commitment to education has been aconstant source of inspiration for us, motivating us to strive for excellence in ouracademic pursuits.

Our sincere thanks are extended to the dedicated staff members of OOCLLogistics Company Limited (Vietnam) for their cooperation and assistance duringthe data collection process Their professionalism and willingness to help have beeninstrumental in the successful completion of our research.

Additionally, we would like to express our sincere appreciation to theleadership of the Maritime University of Vietnam and the International School ofEducation (ISE) for providing the most favorable conditions for us to acquireknowledge, not only from textbooks but also from real-world experiences Theirvisionary leadership and unwavering support have been instrumental in creating anenvironment conducive to learning and personal growth We are grateful for theopportunities they have afforded us to broaden our horizons and develop practicalskills that extend beyond the classroom.

Without the support and contributions of these individuals and organizations,this research would not have been possible We are deeply grateful for theirunwavering support and encouragement throughout this journey.

With limited knowledge and practical experience, inevitable mistakes in bothcontent and presentation may occur in our thesis Therefore, our team hopes toreceive contributions from professors to complete our thesis and provide moreimprovements for future activities

CHAPTER 1 LITERATURE REVIEW 4

1.1 Overview of previous research 4

1.1.1 Previous research on logistics services 4

1.1.2 Previous research on solutions to improve the quality of logistics services 7

1.2 Logistics and Logistics Service 9

1.2.1 Defining Logistics in previous research 9

1.2.2 Definition of Logistics Service 12

1.3 The quality of logistics services 13

1.3.1 Definition of service quality in logistics 13

1.3.2 The importance of Logistics service quality 14

1.4 Evaluating the quality of logistics services 15

1.5.3 Proposed Model 23

CHAPTER 2 ANALYSIS AND EVALUATIONS OF LOGISTICS SERVICEQUALITY AT OOCL LOGISTICS COMPANY LIMITED (VIETNAM) 25

2.1 Introduction to OOCL Vietnam Company 25

2.1.1 Orient Overseas Container Line (OOCL) Group 25

2.1.2 OOCL Logistics Company Limited (Vietnam) 26

2.1.3 Organizational structure 27

2.1.4 The company's business performance results from 2018 to 2023 28

2.1.5 Evaluating the advantages and challenges of the company 29

2.2 The current status of logistics service operations at OOCL Logistics VietnamCompany 31

2.2.1 Market Overview 31

2.2.2 Overview of research 33

2.3 Criteria for assessment based on customer perspectives 34

2.3.1 The reliability in service provision 34

2.4.1 Reliability testing using Cronbach’s Alpha scale 39

2.4.2 Exploratory Factor Analysis (EFA) 44

2.4.3 Correlation analysis 47

2.4.4 Regression analysis 49

2.5 Factors influencing business 50

2.5.1 The logistics and transportation business environment 50

2.5.2 State market liberalization policies 51

2.5.3 The ever-changing political landscape of the world 52

2.5.4 The economic fluctuations directly impacting the demand for logistics

532.5.5 Price fluctuations 53

2.6 Internal factors of the enterprise 54

2.6.1 Strength 54

2.6.2 Weakness 55

CHAPTER 3 PROPOSED SOLUTIONS FOR ENHANCING LOGISTICSSERVICE QUALITY AT OOCL LOGISTICS COMPANY LIMITED(VIETNAM)

583.1 Objectives and directions for developing logistics services 58

3.1.1 Development trends of the Company's logistics services 58

3.1.2 Development goals of OOCL Logistics Company 59

3.2 Some solutions to improve the quality of logistics services of OOCL Logisticscompany 59

3.2.1 Solutions to improve procedural quality 60

3.2.2 Solutions to improve communication quality 61

3.2.3 Solutions to improve timeliness and troubleshooting 64

3.2.4 Solutions to improve technology quality 66

REFERENCES 71

LIST OF ABBREVIATIONS

4PL Fourth-party LogisticsFCL Full Container Load FTL Full-than-Truck-Load LCL Less than Container Load LTL Less-than-Truck-Load

SPSS Statistical Package for the Social Sciences3PL Third-party Logistics

TTP Trans-Pacific Partnership TEU Twenty-foot equivalent unit

WMS Warehouse Management SystemWTO World Trade Organization

LIST OF TABLES

Table 1.1 Five dimensions of SERVQUAL 19

Table 2.1 The business performance results of OOCL Vietnam Company from2019 to 2023 (in USD) 28

Table 2.2 Customer complaint situation over the years from 2019 to 2023 32

Table 2.3 Reliability Statistics 39

Table 2.4 Item-Total Statistics 39

Table 2.5 Reliability Statistics 40

Table 2.6 Item-Total Statistics 41

Table 2.7 Reliability Statistics 42

Table 2.8 Item-Total Statistics 42

Table 2.9 Reliability Statistics 42

Table 2.10 Item-Total Statistics 43

Table 2.11 KMO and Bartlett's Test 44

Table 2.12 Total Variance Explained 45

Table 2.13 Component Matrixa 46

Table 2.14 Correlations 47

Table 2.15 Model Summaryb 49

Table 2.16 Coefficientsa 49

Table 2.17 Coefficientsa 50

LIST OF FIGURES

Figure 1.1 Proposed model of factors affecting customer satisfaction with service

Figure 2.1 Logo of OOCL Company 27

Figure 2.2 Opinions on reliability 34

Figure 2.3 Customer feedback on assurance of OOCL Logistics Vietnam 35

Figure 2.4 Opinions on facilities 37

Figure 2.5 Opinions on responsiveness 38

Necessity of research topic

In the increasingly complex landscape of the global economy, Vietnam has beencontinuously strengthening its position through active participation in internationaltrade agreements and market liberalization to attract investment and fostereconomic development Import-export activities serve as one of the key driverspropelling Vietnam's economy further along the path of international integration.However, to effectively promote import-export activities, the significant role offreight forwarding services cannot be overlooked In today's open and fiercelycompetitive economy, these services play an indispensable role in ensuring the safe,swift, and timely transportation of goods from production to consumption locations.Against this backdrop, the maritime freight forwarding sector in Vietnam isexperiencing a phase of promising development and challenges Alongside thedevelopment of seaports and logistics infrastructure, companies operating in thissector have demonstrated their strength and credibility Among them, OOCLLogistics (Vietnam) Company Limited stands out with its mission to provide high-quality freight forwarding services that meet all customer requirements.

OOCL Logistics Vietnam is a newly established company in 2011 but inherits richexperiences from its parent company, one of the world's leading conglomerates inthe logistics sector Despite being new, the company has attracted a significantnumber of customers and holds a relatively strong position in Vietnam's logisticsmarket In addition to serving designated customers from its parent company, thecompany has continuously expanded its list of domestic customers to develop andstrive towards the goal of becoming one of the leading logistics enterprises inVietnam However, alongside the achievements attained, there still exist somelimitations in the company's operations, and if not addressed promptly andcomprehensively, they may pose challenges in the future.

The market is witnessing the emergence of new competitive rivals, while established companies such as Damco, Tan Cang, and Transimex are alsoincreasingly enhancing their competitiveness They are not only expanding theiroperations in the market but also flexibly and efficiently meeting customerdemands.

long-According to customer service statistics in 2022, the complaint rate accounted for5% of the total volume of goods for the company Primarily, customers complainedabout late delivery, receiving goods beyond the promised timeframe, accounting for27% Goods not meeting requirements in terms of design and specificationsconstituted 18%, incorrect quantities in delivery accounted for 16%, and delayedresolution of incidents and complaints made up 12% Additionally, there were othercomplaints such as the company's complex system requiring multiple operations toexecute, slow response times from employees, and the company's technologylacking prominence and optimal support for business processes Although thecompany's employees have made considerable efforts, the late delivery and receiptof goods, along with incidents related to goods, have significantly decreasedcompared to previous years but still remain at a high level Various departmentswithin the company still operate independently, lacking cohesion between them,which affects the provision of the best services to customers.

Amidst fierce competition from both domestic and international rivals, as well asthe challenging post-Covid-19 situation, the Company is facing new challenges thatdemand flexibility and innovation in business and management In order to addressthe current issues facing the enterprise and continually enhance customersatisfaction with the company's products and services, it is imperative for thecompany to focus on improving and elevating the quality of logistics services in theupcoming period It is for this reason that we have chosen the topic "Solutions toimprove the quality of logistics services at OOCL Logistics (Vietnam) CompanyLimited" for our graduation thesis.

Research object

Research Objectives: To study the quality of logistics services.

Survey Objectives: To survey customers who have used or are currently using thecompany's services.

Research scope

The research will be conducted at OOCL Logistics (Vietnam) Company Limitedfrom 2019 to 2023, and preliminary data will be collected during this period Theapplied solutions will be implemented over a span of two years, from 2022 to 2023.

Research methodology

● Data Collection Methods:

- Analyzing the actual data provided by the company to assess the quality of itsfreight forwarding services.

- Researching and consulting available documents on Logistics knowledge,service quality, and various service quality evaluation models.

- Conducting customer surveys.

● Data Processing:

- Comparing the company's revenue over the years to identify fluctuations infreight forwarding business activities, whether positive or negative, and thenfinding suitable solutions for the upcoming business period.

- Using percentage ratios when comparing to highlight fluctuations.

- Identifying the most important factor influencing customer satisfaction with thequality of freight forwarding services.

- Utilizing SPSS software to analyze the data collected from customers.

Research findings

Identify the strengths and weaknesses in the company's process based on customerevaluations of the quality of services provided, thereby proposing solutions toimprove the quality of the company's services.

CHAPTER 1 LITERATURE REVIEW

1.1 Overview of previous research

1.1.1 Previous research on logistics services

Previous research endeavors have extensively explored the realm of logisticsservices, shedding light on strategies and interventions aimed at optimizing variousfacets of this crucial industry Within this domain, a notable focus has been placedon solutions geared towards enhancing service quality, reflecting the ongoing questfor excellence in logistics operations.

The research article "An integration of SERVQUAL dimensions and logisticsservice quality indicators" (Esmaeili & kahnali, 2015) stands as a case study in therealm of logistics services The aim of this study is to address a gap in existingresearch by specifically focusing on logistics service quality While previous studieshave touched upon this topic, they have not delved into it extensively The studyaims to amalgamate the five generic dimensions of SERVQUAL with the emergingdimensions of service quality in the logistics industry, thereby expanding theevaluation framework By utilizing a real case study, the objective is to apply gapanalysis within two branches of a customs warehousing company The datacollected from this analysis were subjected to statistical analysis using SPSS 19, andthe results of the Wilcoxon and Mann Whitney U tests indicate a discrepancybetween customer expectations and perceptions across all dimensions.

In another study, "Measuring Logistics Service Quality Using the SERVQUALModel" (Jusufbašić & Stević, 2023) This research discusses the importance ofquality in the market as a critical determinant of success for companies It highlightsthe significance of maintaining high-quality standards and continuously striving forimprovement and development The study utilizes the SERVQUAL model tomeasure the quality of logistics services within the TC company, a widelyrecognized model in the field of quality assessment.

The research involves gathering information from transport service users, whoprovide data on their expectations and perceptions of service quality across fivedimensions: reliability, assurance, empathy, tangibles, and responsiveness TheSERVQUAL model is employed to derive the final assessment of service quality.Additionally, the FUCOM method is utilized to determine the weights of eachdimension.

The primary objective of the study is to evaluate the quality of transport serviceswithin the TC company to provide insights into its current state This assessmentaims to guide the company in taking necessary steps to enhance its service quality.Improved service quality is expected to lead to higher levels of customersatisfaction, which in turn fosters greater customer loyalty, ultimately contributingto the company's positive performance and sustained market presence.

The findings reveal that the TC company has received negative final values acrossall five dimensions, indicating dissatisfaction among users with the servicesprovided Among these dimensions, the greatest dissatisfaction is observed in therealm of tangibles.

In the article “Identification of sectoral logistics service quality gaps by applyingservqual method” by (Meidutė-Kavaliauskienė, Vasilienė-Vasiliauskienė, &Vasiliauskas, 2020), it was demonstrated that the logistics industry has undergonesignificant changes in recent years, driven by the evolving customer expectations.No longer content with the mere delivery of goods on time and to the correctlocation, customers now demand a holistic suite of logistics services Thistransformation underscores a fundamental challenge: the escalating dissatisfactionamong customers with the quality of existing services.

Traditionally, the provision of quality service was considered a cornerstone ofcompetitive advantage in the logistics sector However, the excerpt suggests thatthis paradigm is no longer tenable Instead, businesses must adapt to the changinglandscape by offering diversified services, spanning various sectors of the economy

and catering to diverse product categories Despite this diversity, the overarchingobjective remains consistent to achieve maximum customer satisfaction.

In light of these developments, scholarly attention has increasingly turned towardsexamining the intricate relationship between logistics service quality and customersatisfaction The research aims to unravel the nuanced preferences and requirementsof customers across different sectors, shedding light on the variegated nature oftheir expectations.

Central to this inquiry is the utilization of the SERVQUAL method, a widelyacknowledged framework for assessing service quality across various industries Byleveraging this methodological approach, scholars seek to pinpoint sector-specificgaps in service delivery, thereby facilitating the formulation of targeted strategies toenhance competitiveness.

Overall, the literature underscores the imperative for logistics companies to adapt tothe evolving demands of their clientele By embracing a multifaceted approach toservice provision and leveraging robust methodologies such as SERVQUAL,businesses can position themselves for sustained success in an increasinglycompetitive marketplace.

The study “Analysis of Logistics Services Quality Using SERVQUAL Method inSurabaya City : Literature Review and Research Suggestion” by (Novitasari &Andini Anastasia, 2020) addresses the impact of the Covid-19 pandemic on varioussectors, notably highlighting its effects on logistics services, particularly in therealm of freight forwarding, where trends show an increase

Primarily, the study aims to delve into the dimensions of service quality and analyzethe disparity between customer perceptions and expectations of logistics servicesusing the SERVQUAL method Additionally, it seeks to ascertain the relationshipbetween service quality, customer satisfaction, and customer loyalty within thelogistics sector This qualitative research is structured upon theoretical reviews andbolstered by prior research findings The fundamental concepts underpinning this

theoretical framework encompass the SERVQUAL method, customer satisfaction,and customer loyalty.

Through critical evaluation and classification of previous research outcomes,several propositions emerge: Firstly, the five dimensions of SERVQUAL contributesignificantly to shaping the quality of services within the logistics domain.Secondly, the quality of logistics services, as delineated by the SERVQUALdimensions, exhibits a noteworthy correlation with customer satisfaction Lastly,customer satisfaction is significantly linked to customer loyalty.

In essence, the passage outlines the objectives and methodology of a qualitativestudy aimed at exploring the dynamics of service quality, customer satisfaction, andcustomer loyalty within the context of logistics services, particularly amid thebackdrop of the Covid-19 pandemic.

1.1.2 Previous research on solutions to improve the quality of logistics services

In recent years, there has been significant research conducted on solutions aimed atenhancing the quality of logistics services This research has particularly focused onvarious aspects of international freight forwarding, reflecting the sector'simportance for businesses in the global transportation industry Several notablestudies have been conducted to explore and evaluate issues related to this field,including:

Linh, Đ T M (2023): "Solutions to Enhance the Quality of Logistics Services toIncrease Customer Satisfaction at Yusen Logistics (Vietnam)" (Master's thesis, HoChi Minh City University of Economics) This study focuses on the theoreticaldevelopment of international freight forwarding services via sea transport Theresearch analyzes the current situation of this field and proposes developmentdirections along with solutions to further improve the quality of international seafreight forwarding services at Yusen.

Initially, the study provides an overview of the current situation of international seafreight forwarding in Vietnam Going deeper, the research focuses on the strengthsand weaknesses of Yusen in providing these services The study employs a

combined qualitative research method (in-depth interviews with experts) andquantitative method (survey questionnaires) through 6 key factors includingreliability, assurance, empathy, responsiveness, facilities & technology, andperceived value.

Based on the situational analysis, the study proposes development directions for thecompany These directions may include expanding business operations to newroutes, improving operational and management processes, investing in informationtechnology and automation, along with enhancing cooperation with strategicpartners.

Furthermore, the research also proposes specific solutions to further developinternational sea freight forwarding services at Yusen These solutions may involveimproving the quality of personnel, training and developing skills for employees,while optimizing processes and enhancing technical solutions.

Minh, N N (2023): "Solutions to Enhance the Quality of Container TransportServices by Road at Tan Cang Logistics Service Center" (Master's thesis, Ho ChiMinh City University of Economics) The research objective of this thesis is tofocus on analyzing the factors influencing and constituting the quality of containertransport services by road at the Tan Cang Logistics Service Center During theresearch process, using a qualitative research method combined with secondary dataand survey questionnaire results, the study identified and evaluated the key factorsinfluencing the quality of the company's container transport services These keyfactors include facilities, transportation vehicles, service reliability, and customerresponsiveness Through analysis and evaluation, the research has indicated thatthese factors play a crucial role in determining the quality of the company'scontainer transport services Based on these results, the thesis has proposed a seriesof solutions and recommendations to improve the quality of the company's transportservices Specifically, these solutions may include upgrading facilities, investing inmodern transportation vehicles and regular maintenance, enhancing qualitymanagement and control systems, as well as improving service processes andcustomer interactions Additionally, the study also provides recommendations for

state management agencies to support the company in enhancing the quality ofcontainer transport services by road These recommendations may involveestablishing and enforcing industry standards and regulations, providinginfrastructure support, and training high-quality human resources.

Tien, N T T (2023): "Solutions to Enhance Customer Satisfaction with the Qualityof Supply Chain Management (SCM) Services at Maersk Logistics & ServiceVietnam" (Master's thesis, Ho Chi Minh City University of Economics) This studyapplied a rich research method by combining various approaches Firstly, throughthe use of secondary data along with primary data collected from qualitative andquantitative research through survey questionnaires, the author conducted an in-depth exploration of the current situation of freight forwarding services Then,through statistical analysis and factor analysis research methods, the data wasanalyzed to better understand the factors influencing service quality.

The results of the study have indicated that reliability, assurance, responsiveness,and empathy are the key factors influencing the quality of freight forwardingservices This provides valuable information for managers to better understandwhich factors need to be focused on and improved to enhance the quality of theirservices.

1.2 Logistics and Logistics Service

1.2.1 Defining Logistics in previous research

Alongside the development of production capabilities and the significant supportfrom the scientific and technological revolution worldwide, the volume of goodsand tangible products being produced is increasing rapidly As the traditionalcompetitive factors such as product quality or pricing become increasingly narrow,manufacturers have shifted their focus to compete in inventory management,delivery speed, streamlining the flow of raw materials and finished goods, etc.,within the enterprise's material distribution management system Throughout thisprocess, logistics has had the opportunity to develop even more robustly in thebusiness sector.

Initially, logistics was simply seen as a new business method, providing highefficiency for enterprises With its evolution, logistics has become specialized anddeveloped into a crucial service sector in international trade However, what is quiteinteresting is that logistics was not initially invented and applied in commercialactivities but rather in the military sector.

Logistics was widely applied by nations during the two World Wars to movemilitary forces along with heavy weaponry and ensure logistical support for combattroops The term was first used in the military and meant "rear services" or"provisioning."

After the end of World War II, military logistics experts applied their logistics skillsto post-war economic reconstruction efforts Logistics operations in commerce werefirst applied and implemented after the end of World War II Through the course ofhistorical development, logistics has been researched and applied to the businesssector From a business perspective, the term "logistics" is often understood as themanagement of supply chain or the physical distribution system of the enterprise.There are various concepts of logistics worldwide, built on different industries andresearch purposes about logistics services However, we can understand it based onsome main concepts as follows:

In the military domain, logistics is defined as the science of planning and carryingout the movement and maintenance of forces, aspects in military campaignsrelated to the design and development, procurement, storage, movement,distribution, consolidation, arrangement, and transportation of materiel, equipment.In 1991, The Council of Logistics Management, a trade organization based in theUnited States, defined logistics as: 'the process of planning, implementing, andcontrolling the efficient, effective flow and storage of goods, services, and relatedinformation from point of origin to point of consumption for the purpose ofconforming to customer requirements.'" (Sofroniou, 2015)

According to Professor Martin Christopher, as cited in "Logistics: FundamentalIssues" by Doan Thi Hong Van (2010, p 31), "logistics is the strategic management

process of sourcing, moving, and storing raw materials, finished goods, products(and corresponding information flows) within a company and through thecompany's distribution channels to maximize current and future profits bycompleting orders at the lowest cost."

According to the "5 rights" perspective by Douglas M Lambert and colleagues(1998) as cited in "Logistics: Fundamental Issues" by Doan Thi Hong Van (2010, p.31), logistics is defined as "the process of delivering the right product to the rightplace, at the right time, under the right conditions, and at the appropriate cost forconsumer consumption."

As cited from David Simchi-Levi in "Logistics: Fundamental Issues" by Doan ThiHong Van (2010, p 31), "logistics systems are a set of approaches used toeffectively link suppliers, manufacturers, warehouses, stores, to ensure that goodsare produced and distributed in the right quantity, at the right location, and at theright time, with the aim of minimizing costs across the entire system while meetingservice level requirements."

According to Doan Thi Hong Van in "Logistics: Fundamental Issues" (2010, pp.31-32), "logistics is the optimization process of location and timing, transportation,and resource storage from the first point in the supply chain through production,distribution to the end consumer, through a series of economic activities."

With the current development of the logistics industry, it is certain that newerconcepts will emerge In this article, the author employs the concept that "logisticsis the optimization process of location and timing, transportation, and resourcestorage from the first point in the supply chain through production, distribution tothe end consumer, through a series of economic activities." Thus, the essence oflogistics lies in optimization and efficiency Alongside optimizing location orposition, there is also optimization of time, as in the knowledge economy, being "ontime" and "at the right time" holds significant importance (excerpted from"Logistics: Fundamental Issues" by Doan Thi Hong Van, 2010).

The purpose of logistics is to minimize costs incurred or to be incurred in theshortest possible time during the movement of raw materials for production as wellas the timely distribution of goods.

Some other concepts about logistics:

- From a production perspective: Logistics is a chain of activities aimed atensuring that materials, machinery, equipment, and services for organizationaloperations are carried out continuously, smoothly, and efficiently.

- From a supply chain perspective: Logistics is the optimization process oflocation, storage, and movement of resources or inputs from the first point oforigin, such as suppliers, through manufacturers, wholesalers, retailers, to theend consumer through a series of economic activities.

- Logistics is a system of efficiently planned activities aimed at managingmaterials, services, information, and capital flows,

1.2.2 Definition of Logistics Service

In Vietnam, the concept of logistics is still somewhat vague and inconsistent Mostspecialists agree that using the term rear services to explain logistics still does notfully convey the modern meaning of the term, so the solution is to keep the term"logistics" in the Vietnamese language, as well as terms like marketing, container,etc.

According to Professor Martin Christopher, "logistics is the process of strategicallymanaging procurement, transportation, and storage of raw materials, finished goods,products within a company and through the company's distribution channels tomaximize current and future profits through completing orders at the lowest cost."(Christopher, 2011)

According to Article 233 of the Commercial Law 2005, logistic services arecommercial activities whereby traders organize the performance of one or manyjobs including reception, transportation, warehousing, yard storage of cargoes,completion of customs procedures and other formalities and paperwork, provisionof consultancy to customers, services of packaging, marking, delivery of goods, or

other services related to goods according to agreements with customers in order toenjoy service charges Specifically, commercial activities mean activities for thepurpose of generating profits, including: sale and purchase of goods, provision ofservices, investment, commercial promotion and other activities for the profitpurpose (Clause 1, Article 3 of Commercial Law 2005).

Although there are various definitions of logistics, in this study, the concept oflogistics can be understood as follows: "Logistics is the process of optimizing thelocation and timing, transportation, and storage of resources from the initial point ofthe supply chain through the production stages to the transportation of goods to thefinal consumer through economic activities."

1.3 The quality of logistics services.

1.3.1 Definition of service quality in logistics.

Lewis and Booms (1983) argue that service quality is a measure of the extent towhich a service matches customer expectations Creating high-quality servicemeans consistently meeting customer expectations According to Parasurman,Zeithaml, and Berry (1985, 1988), service quality is seen as the gap between serviceexpectations and customer perceptions when using that service.

According to Davis in "The Role of Logistics Service Quality in Creating CustomerLoyalty" (2006), customer service consists of two aspects The first aspect isoperational customer service, related to order cycle, timely delivery, and inventoryavailability, while the second aspect is responsiveness, representing the ability toadapt to market-oriented changes Customer service includes two different factors:an internal factor or the operational efficiency factor of service quality and anexternal factor or marketing orientation factor Therefore, service qualityencompasses two crucial aspects: the efficiency of operational factors and theeffectiveness of relationship factors Successful enterprises excel in both aspects,understanding customer needs and expectations and being able to provide qualityservice to meet them effectively (according to "The Service-Driven ServiceCompany" by Schlesinger, L.A., Heskett, J.L., 1991).

Logistics service quality operational activities refer to the perception of logisticsactivities carried out by service providers, contributing to enhancing appropriatequality, productivity, and efficiency This factor includes the physicalcharacteristics of the service Logistics service quality operational activities alsoencompass reliability, which is the ability to deliver services promised reliably andaccurately The relational logistics service quality is the perception of logisticsactivities bringing customers closer to the company, to better understand customerneeds and expectations and have the ability to provide quality services to meet themeffectively This aspect includes assurance and care factors (According to Davis in"The Role of Logistics Service Quality in Creating Customer Loyalty", 2006).According to TCVN ISO 9000:2000, service quality is the level of a set of inherentcharacteristics of a service that satisfies the needs and expectations of customersand other stakeholders In summary, service quality is about service providersmeeting the level of demand and expectation of their customers Therefore, servicequality is primarily defined by customers, and the higher the level of customersatisfaction, the better the service quality

Thus, in this study, "Logistics service quality is a process aimed at increasingunderstanding of how customers form perceptions of logistics services and theirsatisfaction with those logistics services." (Mentzer, et al., 2001)

1.3.2 The importance of Logistics service quality

- Logistics service quality enhances customer satisfaction

According to Mentzer et al (2001), logistics service quality is a component ofmarketing that contributes to customer satisfaction Similarly, Saura et al (2008)suggest that for manufacturing companies, logistics service quality, concerningaspects like timeliness, personnel, information quality, and order accuracy,significantly influences customer satisfaction and loyalty exhibited by partnercompanies and customers.

- Logistics service quality fosters customer loyalty

Logistics not only enhances operational efficiency for businesses but also increasescustomer loyalty Logistics services positively impact customer purchasingdecisions, as they contribute to a company's sustainable competitive advantage byserving customers effectively Bowersox et al (1995) suggest that an effective toolfor strengthening customer relationships related to logistics capabilities is to exploitthese capabilities to achieve and maintain customer loyalty.

- Logistics service quality enhances competitive advantage

Customer service quality is one of the best ways to retain existing customers andattract new ones, enabling businesses to compete successfully in today's markets.Logistics plays a crucial role in creating a competitive edge for companies in themarket Daugherty, Stank, and Ellinger (1998), cited in Davis (2006), note that in anincreasingly homogeneous product environment where buyers can choose similarproducts from multiple suppliers, sellers can differentiate themselves throughcustomer service quality and associated service processes Thus, logisticscapabilities can improve customer service quality, and in recent years, companieshave increasingly focused on logistics services to enhance their competitiveposition.

- Logistics service quality increases market share and business efficiency Logistics also affects market share through customer satisfaction and loyalty.Daugherty et al (1998) link better distribution services to increased customersatisfaction, suggesting that increased customer satisfaction leads to greatercustomer loyalty and expanded market share for the company Today's businessesare increasingly aware of the importance of logistics services for their own success.Evidence from large companies such as Walmart, Dell, and Amazon demonstratesthe significant impact of excellent logistics operations on company revenue andprofitability.

1.4 Evaluating the quality of logistics services

1.4.1 Satisfaction of customers

The quality of service is defined by the disparity between customer expectationsand the delivery service provided by suppliers, along with the benefits it offers tothem Therefore, in evaluating service quality, researching customer satisfaction iscrucial.

According to Philip Kotler, customer satisfaction is the degree of emotional feelingderived from comparing the outcomes of consuming a product/service with one'sown expectations Satisfaction hinges on the variance between the receivedoutcomes and the expectations: if the actual outcomes fall short of expectations,customers are dissatisfied; if they meet expectations, customers are satisfied; and ifthey surpass expectations, customers are highly satisfied Customer expectations areshaped by shopping experiences, word-of-mouth, peer influence, and informationfrom sellers and competitors To enhance customer satisfaction, enterprises need toinvest additional resources, including marketing programs.

Kotler (2000) defines satisfaction as "a person's feelings of pleasure ordisappointment resulting from comparing a product's (or service's) actualperformance in relation to his or her expectations." Thus, for delivery services,customer satisfaction is when customers rely on their own knowledge of the service(transportation services, customs clearance, document processing, etc.) to formsubjective evaluations or judgments It is a psychological state following thefulfillment of customer needs, accumulated through experiences, particularly whenutilizing delivery services.

After purchasing and using a product, customers engage in a comparison betweenreality and expectations, thereby evaluating their satisfaction.

The rationale for assessing customer satisfaction lies in the competitive landscape,where businesses strive to exceed customer satisfaction compared to theircompetitors This ensures a harmonious balance between customer benefits andbusiness profitability Customer satisfaction directly influences brand loyalty.

However, satisfaction is neither enduring nor easily quantifiable True loyalty,which determines customer allegiance, is the value provided to the customer.

Customer value generates satisfaction the degree of customer contentment.Businesses need to gauge their level of customer satisfaction, including that of theirdirect competitors' customers, through surveys or simulated shopping experiences.Information indicating a decline in customer satisfaction compared to competitors isa warning sign of potential customer loss and future market share decline.Establishing channels for customer feedback or complaints is essential However,complaint volume alone cannot be used as a measure of customer satisfaction sincemost dissatisfied customers do not complain.

1.4.2 The relationship between customer satisfaction and service quality

Typically, service business owners often perceive service quality as the level ofcustomer satisfaction However, Zeithaml and Bitner (2000) contend that servicequality and customer satisfaction are distinct and well-defined concepts Customersatisfaction is a broad concept that reflects their contentment when consuming aservice In contrast, service quality focuses solely on specific components of theservice

According to (Oliver, 1993),the difference between service quality and customersatisfaction manifests in the following aspects:

- Measurement criteria for service quality are specific, whereas customersatisfaction is related to various factors beyond service quality, such as pricing,customer relationships, and usage time.

- Assessments of service quality depend on how services are executed, whilecustomer satisfaction entails a comparison between received values and expectedvalues.

- Perception of service quality is less dependent on experience with the serviceprovider and business environment, whereas customer satisfaction relies heavily onthese factors Therefore, to enhance customer satisfaction, service providers mustimprove service quality In other words, to enhance customer satisfaction in using

logistics services, it is necessary to improve the quality of logistics servicedevelopment in express delivery companies.

Parasuraman et al (1993) argue that between service quality and customersatisfaction, there exists a causality issue Zeithaml and Bitner suggest that customersatisfaction is influenced by multiple factors such as the product, service quality,pricing, situational factors, and individual factors Service quality and customersatisfaction are distinct but closely related concepts in service research Previousstudies have shown that service quality is a precursor to satisfaction (Cronin &Taylor, 1992; Spreng & Taylor, 1996).

The reason is that service quality relates to the delivery of services, whilesatisfaction is assessed after using the service Customer satisfaction is seen as aresult, while service quality is considered a cause Satisfaction involves predictiveand expectational aspects, while service quality is an ideal standard Customersatisfaction is a general concept that reflects their contentment when using a service,whereas service quality focuses on specific service components (Zeithaml & Bitner,2000) While there is a relationship between service quality and customersatisfaction, few studies have focused on determining the extent to which individualcomponents of service quality explain satisfaction, especially in specific serviceindustries (Lassar et al., 2000) Cronin & Taylor have examined this relationshipand concluded that perceived service quality leads to customer satisfaction Studieshave concluded that service quality is a major determinant of satisfaction (Cronin &Taylor, 1992) and the primary factor influencing satisfaction (Ruyter & Bloemer,1997).

In summation, service quality emerges as the primary determinant of customersatisfaction A provider's ability to furnish products that meet or exceed customerexpectations initiates the satisfaction process Hence, to heighten customersatisfaction, service providers must prioritize the enhancement of service quality.This symbiotic association between service quality and customer satisfactionunderscores that the former precedes and significantly influences the latter Theelucidation of this causal relationship remains a focal point in the majority of

investigations into customer satisfaction Should enhancements in quality lackalignment with customer needs, achieving customer satisfaction would remainelusive Therefore, when engaging with a service, the perception of high-qualityservice engenders satisfaction among customers, whereas low-quality servicetriggers dissatisfaction."

1.5 Research model

1.5.1 SERVQUAL model

Today, the widely used model for evaluating service quality is Parasuraman's 1985model Service quality is assessed based on various dimensions However, theParasuraman model is more popular due to its specificity, detail, and evaluationtools Meanwhile, the gap model is a more general theoretical model of servicequality Although this model covers most aspects of services, it is quite complex toevaluate and analyze In 1988, Parasuraman adjusted and developed a new modelcalled SERVQUAL, consisting of 5 dimensions.

Table 1.1 Five dimensions of SERVQUAL

Willingness to help customers and provide prompt service

(Source: Parasuraman et al., 1988)

Many researchers have applied the 5-component model of service quality acrossvarious service sectors in different markets Inspection results have revealed thatservice quality varies across different service industries Another issue of concern isthe significance of each component of service quality in customer satisfaction Inthe field of logistics services, several researchers have also utilized theSERVQUAL model developed by Parasuraman et al (1988) to measure servicequality, such as Mentzer, Gomes, and Krapfel (1989), and Bienstock et al (1997).SERVQUAL is a quality management model developed by Zeithaml, Parasuraman,and Berry in the mid-1980s to assess quality in the service sector The SERVQUALscale is derived from the combination of the terms "SERVICE" and "QUALITY."The original proponents initially devised a model comprising 10 service qualityvariables However, as time progressed, the factors were streamlined to encompass5 variables: reliability, assurance, tangibles, empathy, and responsiveness,commonly abbreviated as RATER.

Typically, the dependent factor revolves around customer satisfaction in serviceevaluation models The independent variables consist of the aforementioned fiveelements: reliability, assurance, tangibles, empathy, and responsiveness Dependingon the specific service quality being assessed, there may be adjustments in thequestionnaire or the additional/subtracted of factors For instance, the evaluation ofservice quality in banking operations differs from that in supermarket services.Hence, the qualitative research phase is crucial for determining the model.

Strengths: The measurement scale is readily available, and adjustments to the

questionnaire can be made through qualitative research for survey implementation.Additionally, due to its generalizability, this model can be applied to various servicetypes.

Weaknesses: However, it is worth noting that this model is overly common.

Consequently, when topics related to satisfaction or contentment are discussed

nowadays, there may be reduced interest This implies that researchers may need toexplore additional models for their specific applications.

1.5.2 SERVPERF model

Research Model Based on the SERVPERF Model by Cronin and Taylor (1992).According to this model, there are five factors impacting customer satisfaction withservice quality: tangibility, responsiveness, assurance, empathy, and reliability.These five factors were validated by Parasuraman and colleagues in the gap model(1985) and the SERVQUAL model (1988) Later, Cronin & Taylor (1992) usedthese factors to design the SERVPERF model These authors argue that the fiveaforementioned factors positively influence customer satisfaction with servicequality Although SERVPERF was developed based on the SERVQUAL model,retaining the observed variables and influencing factors, it measures service qualitysatisfaction based solely on actual customer experience, rather than the discrepancybetween expectations and actual experience as in the original model.

● Tangibility:

Tangibility represents the physical facilities, equipment, and appearance ofpersonnel at a business, encompassing their adequacy and modernity It alsopertains to the appearance of employees, including attractiveness, neat uniforms,and prompt service (Parasuraman, 1988) Tangibility is understood as the factorsthat customers can visually observe When deciding whether to use the serviceagain, some consumers consider potential risks because the service is intangible andthey cannot know what the company will deliver until they experience it firsthand.Therefore, tangibility is a crucial factor that customers care about to feel reassuredand worry-free when using the service.

Hypothesis H1: There is a positive impact of tangibility on customer satisfaction

with service quality.

● Responsiveness:

According to Parasuraman, this factor provides an objective assessment of abusiness's willingness to assist service users, handle complaints promptly andeffectively It can be understood as the company's way of responding to variouscustomer needs Another aspect of responsiveness is the ability to provide servicesaccording to the specific demands of individual or group customers, while alsoconsidering the time required to address arising requests Not only shouldbusinesses respond to customer demands quickly, but also offer additional services,after-sales services, and enhanced support to improve responsiveness This leads tocustomer satisfaction, fostering customer loyalty.

Hypothesis H2: There is a positive impact of responsiveness on customer

satisfaction with service quality.

● Assurance:

According to Parasuraman, this component measures the ability to instill customertrust and confidence through the service manner of the company's employees.Improving service quality involves motivating employees since they are the "face"of the business and directly interact with customers This is a key factor determiningwhether customers will continue to use the business's services For businesses,when their employees combine good service conduct with high professionalknowledge, it creates customer trust and satisfaction, leading to customer loyalty.

Hypothesis H3: There is a positive impact of assurance on customer satisfaction

with service quality.

● Empathy:

This measures the degree of care and individualized attention the company providesto customers during their service experience, making them feel welcomed(Parasuraman, 1988) Each customer has different needs, service expectations,attitudes, and levels of satisfaction, and everyone wants to be treated as a specialindividual, receiving dedicated and thorough service When a service provider putsitself in the customer's shoes, it gains a better perspective on the customer's

viewpoint Customers will give positive feedback if they perceive that the serviceprovider is genuinely trying to understand their needs.

Hypothesis H4: There is a positive impact of empathy on customer satisfaction with

service quality.

● Reliability:

According to Parasuraman (1988), reliability assesses the ability to deliver thepromised service dependably and accurately from the first time Promises are oftenmade through marketing methods, contracts, company communications, servicepolicies, and insurance packages Typically, customers prefer to do business withcompanies that keep their promises, especially those related to service outcomes orcore service attributes When a company effectively fulfills its promises, it fosterscustomer trust, thereby enhancing and improving the consumer's experience duringservice usage, leading to satisfaction.

Hypothesis H5: There is a positive impact of reliability on customer satisfaction

with service quality.

The research model proposed by our team is illustrated below:

Figure 1.1 Proposed model of factors affecting customer satisfaction with servicequality

1.5.3 Proposed Model

The SERVQUAL model is a widely used tool in marketing research and is veryuseful in generalizing criteria for measuring service quality However, it has severaldrawbacks (Babakus & Boller, 1992; Brown et al., 1993; Buttle, 1996; Genestre &Herbig, 1996; Gilmore & Carson, 1992; Robinson, 1999; Hemmasi et al., 1994).Rigidly applying SERVQUAL to measure the quality of cable television serviceswould be inappropriate Parasuraman and colleagues (1988) themselvesacknowledged that one of SERVQUAL's shortcomings is its attempt to represent alltypes of service quality, leading the researchers to retain only components commonand applicable to all types of services Consequently, some factors essential andappropriate for certain types of services were excluded because they did not fit themajority.

This study uses the SERVPERF model for the following reasons:

- Customer Expectations: In the SERVQUAL model, customer expectations donot add any additional information beyond what is captured by customerperceptions (Babakus & Boller, 1992).

- Empirical Evidence: Cronin and Taylor's experimental evidence from theircomparative studies in four sectors (banking, pest control, dry cleaning, and fastfood), as well as studies by Parasuraman, demonstrate that SERVPERFoutperforms SERVQUAL.

- Efficiency and Practicality: Using the SERVPERF model yields better resultsthan SERVQUAL The SERVPERF questionnaire is also half as long as theSERVQUAL questionnaire, reducing respondent fatigue and saving time.Additionally, the concept of expectations can be quite vague for respondents(Phong & Thuy, 2007).

- Difficulty in Measuring Expectations: Measuring customer expectations is verychallenging.

CHAPTER 2 ANALYSIS AND EVALUATIONS OFLOGISTICS SERVICE QUALITY AT OOCL LOGISTICS

COMPANY LIMITED (VIETNAM)

2.1 Introduction to OOCL Vietnam Company

2.1.1 Orient Overseas Container Line (OOCL) Group

“Orient Overseas Container Line” and “OOCL” are trade names for transportationprovided separately by: Orient Overseas Container Line Limited (“OOCLL”) andOOCL (Europe) Limited respectively and both are wholly-owned subsidiaries ofOrient Overseas (International) Limited, a public company (0316) listed on theHong Kong Stock Exchange OOCL is one of the world's largest integratedinternational container transportation and logistics companies, with about 130offices in more than 100 major cities As one of Hong Kong's most recognizedglobal brands, OOCL provides customers with fully-integrated logistics andcontainerized transportation services, with a network that encompasses Asia,Europe, the Americas, Africa and Australasia.

OOCL is well respected in the industry with a reputation for providing focused solutions, quality services and continual innovation It is also an industryleader in the use of the latest technologies to enhance global supply chains OOCL'smodern fleet today includes some of the youngest, largest, fuel efficient, andenvironmentally friendly vessels carrying cargo on hundreds of trade routes aroundthe world, providing a vital link in Global Trade.

customer-With a comprehensive network of more than 140 offices in over 50countries/regions, OOCL Logistics services extend from basic freight consolidationto a full spectrum of advanced supply chain operations and management programs,providing sophisticated transportation, warehousing and distribution services tosupport professional and efficient 3PL, 4PL, and Omni-Channel distributionsolutions.

● International Supply Chain Management

OOCL Logistics offers professional expertise to customers in managing andoptimizing their global supply chains, ranging from strategic sourcing in Asia todistribution in world-wide markets, with end-to-end visibility supported by oursophisticated

● Import Export & Freight Forwarding

One-stop solutions to meet import, export and freight forwarding needs includingFull Container Load (FCL), Less than Container Load (LCL) freight transportation,airfreight forwarding, depot, customs clearance, security filing, bonded logistics,multi-modal services and storage.

● Domestic Logistics

Customized logistics services for best-in-class warehousing, multi-modaltransportation, Full-than-Truck-Load (FTL), Less-than-Truck-Load (LTL)transportation, cold chain logistics, inland transportation and reverse logistics invarious regional areas.

● Multi-modal Services

Our multimodal services leverage a combination of mixed transportation modessuch as airfreight, trucks, feeders, deep sea vessels and rails to provide the mostcomprehensive and cost effective transportation solution that meet our customers’needs.

2.1.2 OOCL Logistics Company Limited (Vietnam)

In Vietnam, OOCL provides container shipping and logistics services in Vietnam,offers a broad variety of transportation, depot, warehouse and IT applications forend-to-end supply chain management, with service coverage to and from NorthAmerica, Europe, Australia & New Zealand, Intra-Asia, the Middle East and theIndia Subcontinent.

- Company name: OOCL LOGISTICS (VIETNAM) COMPANY LIMITED- Abbreviation: OOCL LOGISTICS (VIETNAM)

- Tax Identification Number: 0312095014

- Address: The Saigon Trade Center building, located at 37 Ton Duc ThangStreet, Ben Nghe Ward, District 1, Ho Chi Minh City, Vietnam.

- Phone: (028) 39111676- Website: www.oocl.com

Figure 2.1 Logo of OOCL Company

2.1.3 Organizational structure

The organizational structure of OOCL Vietnam includes the following departments:

Director: Responsible for strategic development planning and directly overseeing

company-related issues The Director is accountable to the Board of Directors andthe law for all company activities, responsible for business operations, andimplementing development strategies.

ISCMS Department: Acts as the representative for overseas customers in Vietnam,

handling cargo reception, inspection, and export procedures for customers.

Finance and Accounting Department: Provides financial advice and proposes

financial plans and costs It is responsible for short-term and long-term capitalsources for each project, expense payments, and prepares financial reports weekly,monthly, quarterly, or annually.

Human Resources Department: Handles recruitment, salary calculation,

insurance, and benefits Additionally, the HR department develops group activityplans and organizes discussions and seminars to enhance cooperation amongdepartments.

Business Development Department: One of the most critical departments

responsible for customer acquisition and care.

2.1.4 The company's business performance results from 2018 to 2023

During the period from 2019 to 2023, the company achieved significant milestonesthanks to the concerted efforts of all employees along with the insightful leadershipof the management team The business performance results of the company arepresented in the table below, including information on Total Revenue, TotalExpenses, Profit Before Tax, and Profit After Tax:

Table 2.1 The business performance results of OOCL Vietnam Company from

In 2019, with a total revenue reaching 501,651 USD, the company laid thegroundwork for further development The 16% growth in 2020, elevating revenue to582,631 USD, stood as a clear testament to the company's concerted efforts andeffective business strategies Despite the adversities posed by the COVID-19pandemic, the company managed to achieve positive growth, contributing to thestability and progress of the enterprise.

In 2021, with a remarkable 20% growth compared to the previous year, thecompany continued to assert its position in the industry and enhance its competitiveedge The determination and adaptability of the company facilitated overcomingchallenges and creating new opportunities in a challenging period.

However, in 2022, despite the economic recovery beginning to take shape, thecompany only recorded a modest 3% growth, indicating a delayed recovery processand some challenges faced by the company Nonetheless, the company's post-taxprofits reached a peak this year, demonstrating the company's patience and effectivefinancial management.

By 2023, the company encountered a significant decline in revenue, plummetingfrom 720,965 USD to 527,790 USD The volatility in the maritime transportindustry profoundly impacted the company's business performance Although post-tax profits also decreased compared to the previous year, they still maintained arelatively high level compared to the industry and general benchmarks, reflectingthe company's strength and stability.

Overall, over the years, the company has experienced various fluctuations yetmanaged to maintain stability and sustainable development The company'spatience, creativity, and adaptability have been crucial factors in overcomingchallenges and creating value for both the business and the community.

2.1.5 Evaluating the advantages and challenges of the company

● Advantages:

During over a decade of development in Vietnam, as a relatively new player in thecountry's logistics sector, the company has received tremendous support from itsparent company and other branches abroad, all striving to become one of theleading logistics companies in the Vietnamese market Therefore, the companypossesses several fundamental advantages, including:

- Established Brand Reputation: The company has gained a reputable brand imageamong customers, suppliers, and other stakeholders thanks to its parentcompany.

- Market Dominance: Holding a significant market share in the logistics industrycreates a competitive advantage and pressure on competitors within the sector.- Cost Efficiency: The company can offer lower costs when customers utilize

services from its parent company and affiliated shipping lines.

- Standardized Processes: Standardized procedures across all operationsstreamline efficiency and reliability.

- Extensive Global Network: Leveraging the parent company's global network,the company operates extensively worldwide, strategically distributing itsservices in major cities and advancing in logistics fields such as Ho Chi MinhCity, Da Nang, and Hai Phong.

- Increasing Customer Options: Customers have more alternatives as theVietnamese logistics market grows and attracts many globally renownedlogistics companies investing in Vietnam.

- Intense Price Competition: Fierce price competition among industry rivals,coupled with rising input costs, presents a difficult equation for the company Itmust offer competitive prices while ensuring increasingly higher standards ofproduct and service quality.