The relationship between resources and customers'' perceived performance in the logistics service industry

The relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industryThe relationship between resources and customers'''' perceived performance in the logistics service industry

LOGISTIC SERVICES INDUSTRY

CHAPTER 1 INTRODUCTION

1.1 Reason for choosing the topic

With the trend of globalization and economic development integration between countries increasingly deepening in recent years, it has created conditions for e-commerce and automation to continuously develop, opening up many opportunities for the industry Logistics services develop In general, the quality of logistics services in Vietnam is changing significantly in a positive direction in recent years, in which the infrastructure of trade - transportation, telecommunications and information technology (IT) as well as the quality of logistics services have clearly improved Vietnam has the advantage of geographical location and favorable natural conditions, a road system connecting provinces and regions and connecting to international border gates, with many seaports and international airports These are suitable conditions for the logistics service industry in Vietnam to develop The logistics service industry also has important contributions in bringing Vietnam's total export-import turnover to increase over the years from 2018 reaching 480 billion USD to 2022 reaching 732.5 billion USD According to Chi Cong (2023) published in the Financial Magazine, besides the achievements, the logistics service industry in Vietnam also faces many challenges Logistics service costs are still high, promoting links between logistics enterprises, between stages in the supply chain, between logistics service enterprises and export and import enterprises is still weak Although domestic enterprises are superior in number, they only account for about 30% of the market share, the rest are foreign enterprises because Vietnamese enterprises are mainly limited in capital, limited in human resources and have limited regulations small tissue Vietnamese enterprises mainly provide domestic logistics services, with limited financial and administrative capacity, only serving certain segments, lacking connection between stages

in the chain to provide services integrated logistics Besides, the competitiveness of logistics service businesses in Vietnam is not high compared to other countries in the region and the world Although most logistics businesses focus on logistics resources such as applying IT and innovation for their businesses, the level and qualifications are still limited

Today, businesses are in a race to improve themselves to gain an advantage over competitors in the global competitive environment Therefore, they are trying to develop their innovation capabilities to be faster and more flexible to meet market expectations Innovations and developments in IT allow companies to improve service quality, providing the most innovative and precise services in response to changing conditions and customer needs, which has has become one of the essential needs of logistics businesses to provide high quality services (Gulc, 2017) Research by Civeek et al (2022) has shown that IT and innovation capabilities have a positive impact on logistics service quality According to Jang et al (2013), logistics service quality measures customer perception of the logistics service provided to demonstrate the company's ability to provide the service in accordance with the price of the service Logistics service quality is one of the important factors ensuring customer satisfaction and strengthening the competitive position of businesses in the market, helping Vietnam's logistics service industry attract investment and have many opportunities development, thereby helping to improve the efficiency of business operations of enterprises Research by Hasan Uvet (2020), Hafez et al (2021), Lin et al (2023) has found that logistics service quality has a positive impact on customer satisfaction According to Wang et al (2007), satisfaction is the first step to increase harmony in relationships and is a strategic approach for businesses to improve their performance Research by Simon and colleagues (2008) shows that customer satisfaction makes them feel that the company is effective Satisfaction will lead to retaining current customers to continue using the service and attracting potential customers to use the business's services, thereby helping businesses improve their operational efficiency Besides, in the marketing activities of businesses, the digitalization process plays an increasingly important role Recently, businesses often apply popular communication channels such as social networks For businesses operating in the field of logistics, social networks are essential and a trend of modern business Using social networks helps businesses' images exist in the minds of customers, thereby helping businesses improve their operational efficiency However, through a review of studies in Vietnam on the assessment of logistics service quality factors based on logistics resources, many authors

have not yet empirically researched in the Vietnamese logistics market Logistics resources are also an important component that affects logistics service quality factors, so the assessment of logistics service quality factors based on logistics resources also needs to be focused on to improve logistics service quality Second, evaluating the perceived performance of logistics businesses through customer satisfaction has not been empirically researched by many authors in the Vietnamese logistics market Evaluating the perceived performance of logistics enterprises through customer satisfaction aims to help managers improve the quality of logistics services, satisfy customer needs and improve operational efficiency Finally, the use of social network moderator variables is also a research gap that needs to be explored in research on logistics service quality in Vietnam Therefore, learning about the relationship between information technology resources and innovation capabilities in logistics business activities, logistics service quality factors and customers' perceived performance with network regulation is important Society is necessary for logistics businesses in Vietnam to create a foundation for businesses to succeed in improving operational efficiency Therefore, the topic: “The relationship between resources and customers' perceived performance in the logistics service industry” was carried out

1.2 Research objectives

1.2.1 General objectives

The general objectives of the thesis is to study the relationship between resources and customers' perceived performance in the logistics service industry From there , the thesis provides management implications to improve the quality of logistics services, satisfying customers through which customers will increase their perceived of performance towards Vietnam's logistics service industry

1.2.2 Specific objectives

First, determine the relationship between information technology resources in logistics business activities and customers' perceived performance in Vietnam's logistics service industry

Second, measure the level of relationship between information technology resources in logistics business activities and perceived performance for Vietnam's logistics service industry

Third, determine the relationship between innovation capabilities in logistics business activities and feel customer's performance for Vietnam's logistics service industry

Fourth, measure the level of relationship between the ability to innovate in logistics business activities and perceived performance for Vietnam's logistics service industry Fifth, measure the impact of social network regulatory variables on the impact of customer satisfaction factors on perceived performance for Vietnam's logistics service industry Sixth, to suggest management implications to improve logistics service quality and

perceived efficiency for the Vietnamese logistics service industry

1.3 Research questions

The results of this research will answer the following specific research questions:

First, the relationship of information technology resources in logistics business activities and how do customers feel about the performance of Vietnam's logistics service industry? Second, what is the level of relationship between information technology resources in logistics business activities and perceived performance for Vietnam's logistics service industry?

Third, how is the relationship between the ability to innovate in logistics business activities and customers' perceived performance in Vietnam's logistics service industry?

Fourth, what is the extent of the relationship between the ability to innovate in logistics business activities and perceived performance for the Vietnamese logistics service

industry?

Fifth, the level of impact of social network moderator variables on the impact of customer satisfaction factors on perceived performance what is it like for Vietnam 's logistics service industry?

Sixth, what management implications are proposed to improve the quality of logistics services to increase perceived performance of customer in Vietnam's logistics service industry?

1.4 Research objects and research scope

1.4.1 Research objects and survey objects

The research object of the thesis is the relationship between resources and perceived performance of customer in the logistics service industry

The survey subjects are business customers who regularly use the services of logistics enterprises, focusing on major economic regions from North to South, where there are large seaports and many businesses doing business logistics, specifically: Hanoi Capital, Hai

Phong City, Da Nang City, Ho Chi Minh City, Binh Duong and Can Tho

1.4.2 Research scope of the topic

1.4.2.1 About research space

The thesis related to logistics enterprises in Vietnam focuses on Vietnamese logistics enterprises in a number of major economic regions from North to South such as: Hanoi Capital, Hai Phong City, Da Nang City, Ho Chi Minh City Ho Chi Minh, Binh Duong and Can Tho

1.4.2.2 About research time

The thesis focuses on collecting and researching information and secondary data over a period of 5 years From 2018 - 2022

The time to conduct the survey and collect primary data is 6 months From June 2023 to

December 2023

1.5 Research methods

To achieve the research objectives, the thesis uses mixed research methods, including

qualitative research and quantitative research, specifically as follows:

1.5.1 Qualitative research methods

Qualitative research method is conducted through synthesizing the theoretical framework related to logistics resources, logistics service quality and customers' perceived performance At the same time, reviewing some previous studies on logistics resources and service quality helps provide a more general overview of customers ' perceived of performance based on the enterprise 's logistics resources Through this synthesis, the research objectives of determining the theoretical relationships between factors in the research model will be solved

Then, qualitative research was conducted through in-depth interviews and focus group discussions with experts in the field Implementing this research method helps the author collect information to adjust, supplement, and complete concepts, scales, and concepts as

a basis for designing a survey questionnaire sent to customers to collect primary data

1.5.2 Quantitative research methods

After designing the preliminary survey questionnaire from qualitative research, preliminary quantitative research was conducted to evaluate the reliability of the scale using Cronbach's Alpha Coefficient and Exploratory Factor Analysis (EFA) to be able to adjust the scale to serve official research with a larger number of samples

Formal quantitative research is conducted by distributing survey questionnaires directly and directly to survey subjects who are business customers who regularly use the services of logistics enterprises, represented by directors, sales staff or employees accountant After collecting sample data to ensure an appropriate sample size, the project will retest the scale and research model The project uses SPSS and Amos software to process collected data The results of quantitative research tests will address the research objectives related to determining the level of impact of factors in the research model At the same time, it shows whether social network variables have a moderating role in the impact of satisfaction on customers' perceived performance

1.6 Practical and scientific significance

In terms of practice, the topic provides practical information and scientific arguments as a basis for leaders and managers of logistics enterprises to orient, build, improve and enhance satisfaction and perceived performance through logistics resources of enterprises in the logistics service industry in Vietnam In addition, the research results of the topic will provide management implications to help leaders plan specific strategies, suitable for the logistics resources of enterprises to enhance satisfaction and perceived performance through logistics resources, service quality of enterprises in the logistics service industry

in Vietnam

In terms of science, the topic synthesizes some concepts about enterprise resources, summarizes basic theories, and reviews some previous studies on logistics resources and service quality to help provide a more general view of customers' perceived performance based on the logistics resources of enterprises The study finds the relationship between factors of logistics resources of enterprises affecting service quality factors in the field of logistics services The study finds the influence of social network moderator variables on the relationship between customer satisfaction and perceived performance In addition, the topic is also a useful reference for subjects on logistics and supply chain management such as: supply chain management, logistics in transportation and traffic, supply chain management strategy

CHAPTER 2 THEORETICAL BASE AND RESEARCH MODEL

2.1 Theory of enterprise logistics resources

2.1.1 Concept of enterprise logistics resources

Karia and Wong (2013) developed a theoretical model of logistics resources and capabilities, called resource-based logistics (RBL) According to RBL, these logistics resources and capabilities determine the performance of logistics service providers Therefore, logistics resources and capacity are fundamental factors to evaluate and select the best logistics service provider RBL theory operates in a highly competitive global context RBL points out that logistics service providers continuously gain access and combine certain resources to provide flexible logistics services and maintain a competitive advantage in a complex and changing environment (Noorliza, 2018a and 2018b) These unique resources act as a dynamic capability enhancement to facilitate innovative and flexible logistics services RBL acknowledges that different dynamic capabilities will affect performance differently To sustain, logistics service providers need to realign, restructure

or innovate their existing resources into dynamic capabilities with ever-changing technology and environments Instead of simply developing the organization's resources, logistics service providers simultaneously develop and rearrange existing resources into dynamic capabilities

2.1.2 Classification of resources

➢ Information technology resources

Information technology is the use of any computer, storage device, network and other physical devices, infrastructure and processes to create, process, store, secure and exchange all electronic data formats According to Sheikh and Rana (2011), information technology

is an important resource for the logistics service industry if they want to combine systems with customers to improve satisfaction and help businesses bring efficiency in business operations business , improving the quality of logistics services In short, information technology is a set of modern technical means and tools such as computers and telecommunications to effectively acquire, process, store and communicate information

sources IT is one of the main aspects of the integrated logistics chain, providing the processes established in the chain and including: electronic connections, internal networks, infrastructure IT is one of the important resources of the logistics service industry, which can have a significant impact on logistics operations, facilitate cooperation between supply chain partners, as well as enable the automation of many activities conventional logistics activities, thereby allowing logistics professionals to focus on more strategic issues in logistics management

➢ Innovation capability resources

Innovation capability refers to an enterprise 's ability to continuously create new products, processes, and systems for the benefit of the enterprise , which is considered an important resource of the enterprise in creating value value, is an important driver of competitive advantage and superior performance in dynamic and global markets (Hurley and Hult, 1998; Lawson and Samson, 2001) Logistics innovations are new applications and processes in delivery and related activities ( Gao et al., 2017) Shou et al (2013) point out that the ability to innovate is very important for businesses , this is the basic resource of logistics service providers because it creates power in controlling the supply chain Enterprises with excellent innovation capabilities can develop competitive advantages and achieve superior enterprise performance (Hurley and Hult, 1998) In short, innovation capability is the ability of businesses to constantly transform new knowledge into new products, new processes, new technologies, new designs, new systems, new markets, new means new or new implementation method Businesses need to be dynamic, promptly updated and able to meet customer needs Therefore, businesses must constantly innovate

to create outstanding competitive advantages Innovation capability is a key factor that allows businesses to use resources in new ways to create value for the business

2.2 Theory of logistics service quality

2.2.3 Service quality measurement models

2.2.3.1 Technical and functional quality model of Gronroos

Figure 2.1: Technical and functional quality model

Source: Gronroos (1984)

2.2.3.2 The gap model of service quality

Figure 2.2: The gaps model of service quality

Source: Parasuraman et al (1985)

2.2.3.3 Service quality model (SERVQUAL)

The SERVQUAL service quality model was developed and implemented by American experts Parasuraman, Zeithaml and Berry in 1988 SERVQUAL measures service quality

by assessing consumer expectations and perceptions based on on five dimensions of service quality SERVQUAL is built on the expectation-confirmation model, service quality is understood as the degree to which consumers' pre-consumption expectations are confirmed

or not confirmed by the actual perception they have after experiencing the service The scale analyzes the concept of service quality into five constructs: Tangibility, Reliability, Responsiveness , Assurance, and Empathy

2.2.4 Concept of logistics service quality

Logistics service quality is a process that aims to increase understanding of how customers form perceptions of logistics services and satisfaction with logistics services (Mentzer et al., 2001) Saura et al (2008) argue that l ogistics service quality is a form of evaluating each level of activity required to provide a service and simplifying the process by creating service products Logistics service quality is the result obtained by comparing the service buyer's expectations of the service provider regarding the logistics service and the perception of that service For that reason, it is important for logistics service quality to fully understand buyer expectations and respond accordingly (Campos and No'brega, 2009) According to Jang et al ( 2013 ) , logistics service quality is a tool to measure customers ' perceptions of provided logistics services to demonstrate the distribution ability

of businesses in meeting the price of customer services Logistics service quality is one of the important factors ensuring customer satisfaction and strengthening the competitive position of businesses

In short, logistics service quality is understood as the level of satisfaction and meeting customer needs with logistics services, and is the process of improving logistics services with the aim of optimizing the operational efficiency of businesses logistics logistics The quality of logistics services creates added value for logistics enterprises based on the main operations that form the logistics service provision activities of enterprises such as:

consulting services and customer support in carrying out procedures effective and quick procedure; ensure safety during storage and transportation of goods; The goods delivery process is carried out in accordance with commitments; Simplify the processes during the implementation process of enterprises providing logistics services

2.2.5 Factors measuring logistics service quality

Personal contact quality are considered interactions between contact staff and customers,

an essential aspect of service quality (Lehtinen and Lehtinen, 1991) Bitner and colleagues (1994) believe that personal contact quality is the accurate understanding of customers by service staff, facilitating the acceptance of customers' expectations and needs Service staff with basic characteristics such as work experience, empathy with customers, desire to quickly solve problems, interaction between service staff and customers all affect perceptions of customers about the quality of the service According to Chang et al (2019), personal contact quality is an index that measures whether a logistics enterprise's service staff can provide personalized service through audio contact with their customers This aspect includes considerations such as whether the service staff is equipped with specialized knowledge, whether they can understand the customer's situation, and whether they can help solve the customer's problems or not

Pyke et al (2001) believe that order fulfillment includes all activities from the moment the customer decides to purchase until the product is delivered to the customer and they are completely satisfied with the quality and functionality its ability High quality order fulfillment includes selecting the right items, packing them into appropriate and secure packages, and shipping them to the designated address and customer According to LeMay and Hanna (2002), order fulfillment plays an important role in determining whether a business is successful or not Timely and convenient delivery as well as minimizing errors and problems during order fulfillment contribute to an overall satisfying experience for the end consumer The lack of meeting customer expectations regarding the business's order fulfillment can lead to customer loss

According to Mentzer et al (1997), information quality is customers' perception of the

information that service providers provide to customers about the products and services they can choose According to Batini (2016), information quality is a description of the situation provided by a business or organization regarding the latest information and will change daily Information quality can be reflected from several aspects such as availability, reliability, adaptability, and response time (Hariguna et al., 2017) Modern logistics involves all aspects of socio-economic life and includes the entire market circulation process from raw material wholesalers, suppliers, retailers, manufacturers to consumers final consumption By providing accurate, reliable and timely operation orders to process customer orders, logistics information not only ensures the accuracy of logistics operations but also provides evidence for establishing customer-oriented service strategy (Kampf et al., 2017)

Frederick (1983) believes that social responsibility is a requirement for businesses to manage and monitor the operation of an economic system that meets society's expectations That means production and operations of enterprises must improve socio-economic welfare The concept of corporate social responsibility shows the importance of incorporating social benefits into business activities Social responsibility can be considered from an ethical and philanthropic perspective The ethical dimension focuses on corporate responsibilities and its legal obligations while philanthropy focuses on activities that promote human welfare Businesses carry out social responsibility effectively to gain competitive advantage, be socially responsible to stakeholders, and improve performance (Suki et al., 2016)

2.3 Theory of customer satisfaction

customer satisfaction and many different understandings of this concept According to Lin and Hsieh (2006), customer satisfaction is the customer 's state or feeling toward a service provider after using that service According to Zeithaml and Bitner (2000), customer satisfaction is the customer 's assessment of a product or service that meets their needs and expectations Schneider and White (2004) argue that satisfaction is mainly the customer 's assessment of the emotional impact of service provision Jeong and colleagues (2016)

pointed out that satisfaction is related to customers spending a certain amount of money but being compensated effectively in a purchasing process Satisfaction is when a consumer feels that past purchases and consumption, expected benefits from the brand product or service meet the consumer's goals (Bergman and Klefsj o , 2010) According to Chung et

al (2019), service quality has become an effective strategy to evaluate perceived satisfaction and is considered an important premise that determines customer satisfaction

2 4 Theory of perceived performance

Perceived performance is defined as the degree to which customers perceive the quality of

a product or service relative to the price they pay (benefits received versus costs incurred) (Westbrook and Reilly, 1983) Sink et al (1984) provide a definition of efficiency that includes the following criteria: pragmatism, quality, productivity, quality of work life, innovation and profitability Chow et al (1994) defined logistics efficiency as the degree to which the following objectives are achieved: cost efficiency, profitability, social responsibility, on-time delivery, product availability, and flexibility low damage and loss, keeping promises, reasonable prices for raw materials, customer satisfaction , revenue growth, and labor safety Logistics performance includes logistics costs, customer satisfaction, product availability in the market, compliance with delivery times, and low damage rates that may occur during transportation, flexibility in all logistics activities, completeness of delivery, efficiency of goods storage Perceived performance is an assessment of whether a logistics service is effective for logistics service users (Sezen et al., 2002) According to Panayides (2007), logistics performance refers to the ability to perform logistics activities to provide products and services at the exact time and quantity desired by customers and is a measure of business performance enterprise 's business

2 5 Theory of social networks

The concept of social networks was first introduced by Barnes (1954 ) , author believes that social networks are platforms where individuals, groups or organizations can interact, share and communicate with each other According to Campbell et al (2014), social networks refer to Internet-based applications that allow individuals to build personal profiles to

develop social relationships to share and interact with people A social network can be defined as a group of social actors that interact or exchange information with each other Research on social networks that exchange information among members provides interesting insights into how knowledge spreads within communities The use of social media tools has also been recognized to encourage customers to update the latest products and activities and events of businesses Rathi and Given, 2017)

2.6 Brief review of domestic and foreign research

2 6 1 Enterprise resources

Barney (1991) defined resources as all assets, capabilities, organizational processes, attributes, knowledge information, etc that an enterprise possesses and can exploit, build, and implement strategies to improve efficiency and performance In addition, Grant (1991) divided enterprise resources into two main types: tangible resources and intangible resources, in which, with today's updates and modern trends, information technology and innovation are considered two important resources of businesses in general and Logistics

in particular Civelek et al (2022) argued that with the overload of orders, the constant updating of information and the expansion of working areas, Logistics businesses do not have the investment related to the system Technology systems cannot manage or carry out all transactions Along with that opinion in Vietnam, Le Duc Nha and his colleagues (2020) said that when customers use logistics services at the port, they are most interested in the port's strong commitment expressed through professionalism of employees in solving customer problems, especially the safety of shipments, on-time customs clearance and on-time delivery To do this, it is necessary to focus on the aspect of helpfulness image The tangible effects of tangible factors show the role of technology and infrastructure investment

2.6.2 The relationship between service quality, customer satisfaction and perceived performance

Compared with business units that are Logistics enterprises, typical services provided to customers include transportation, ship booking contact, goods packaging, customs

procedures, freight forwarding, loading and unloading, Therefore, service quality at Logistics businesses is considered the assessment of customers, whether businesses or individuals, with the features of the products and services they use compared to other products expectations and needs are relevant and satisfied (Uvet, 2020) In the world and

in the country, with related research on service quality at Logistics enterprises, most of the works use the fundamental theory of scale and SERVQUAL model of Parasuraman and colleagues (1988, 1991) ) through five groups of factors: tangibility, trust, responsiveness, assurance, empathy (Le Duc Nha et al., 2020)

Uvet (2020) when researching evaluating customer experience when using Logistics services in Texas, the factors representing service quality are the quality of personal relationships, timeliness, and sharing operational information, order status and handling of order discrepancies Personal relationships represent the customer's trust in the business's commitments when providing services in terms of contract and the benefits that customers will enjoy (Lin et al., 2023) Timeliness represents the responsiveness of Logistics businesses in providing services to customers Due to the characteristics of customers using these services, they often have business activities related to import and export, so the time requirement is urgent to limit errors in foreign trade contracts, so it is required timeliness and time saving are always highly emphasized by customers (Hafez et al., 2021) In addition, sharing order information represents the assurance of Logistics businesses to customers For large shipments of goods, information related to customs, transportation itinerary, and location is required The goods are stopped or the status of the goods, etc are issues that customers are very concerned about and have great expectations for businesses when providing services, ensuring that there is a team of staff or people to perform related tasks The goods must comply with the customer's commitment and wishes, especially at the end of the service provision, all customer information is provided and compared with all agreements between the two parties (Fernandes et al., 2018; Lin et al., 2023; Ta Thi Yen et al.; 2022) Order status and order processing represent the physical facilities of a logistics enterprise The preparation of orders and scheduling of orders is now mostly handled by machinery, equipment or modern technology to create systematicity and limit

errors that can occur when overloaded goods Customers always expect their orders to be arranged in the right category, in the right location and ensure the highest level of safety

On the other hand, if an order has errors or risks, it needs to be updated immediately and they can be proactive with this tracking based on the applications that businesses have invested in integrating into their technology devices them ( Civelek et al., 2022; Lin et al., 2023; Vinh V Thai, 2008; Le Duc Nha et al., 2020; Ta Thi Yen et al., 2022) On the other hand, Hafez and colleagues (2021) also believe that what customers focus on and expect when using the service is that the transaction process is always processed quickly, with a short and streamlined process but still ensure completeness and safety, especially they object to long waiting times In an aspect of customer perception, Vinh V Thai (2008) also argues that corporate image and social responsibility bring satisfaction to customers when using services at businesses Logistics industry, because customers tend to use the services

of businesses that tend to work for the community, care about human and social safety, and especially have the motto of working effectively and efficiently Aim for high responsibility with work in specific fields Uvet (2020) shows that operational information sharing mediates the positive impact of the relationship between personal relationship quality and customer satisfaction Besides, handling order discrepancies moderates the relationship between timeliness and customer satisfaction, reducing the positive relationship between timeliness and customer satisfaction

After there is an assessment of whether Logistics businesses satisfy service quality compared to expectations, creating positive psychological or emotional aspects leading to satisfaction, customers will go to the final evaluation step that is the performance of the business (Sachdev and Merz, 2010) Or in other words, the feeling of performance is the final step for customers to reconsider their use of services from Logistics businesses, what

do they get? Receiving includes both the functional concept of the service and the psychological aspect In particular, functionally, efficiency reflects that customers benefit economically, goods are not damaged, transactions are accurate and agreements are carried out according to the contract Psychologically, the effect reflects respect for customers, care, after-sales service, etc maintained by businesses ( Aslan et al., 2018) Therefore,

customers' perceived performance is often the end result or stimulated when customers achieve high satisfaction when using the service (Sachdev and Merz, 2010)

Second, through a review of previous related studies, the impact of customer satisfaction Effective perception is also a research gap in the field of logistics services in Vietnam Evaluating the perceived performance of logistics enterprises through customer satisfaction aims to help managers improve the quality of logistics services, satisfy customer needs and improve operational efficiency Research by Harash Sachdev and colleagues (2015) on the market of USA logistics service providers shows that satisfaction has an impact on performance

Third, the study uses the moderating variable that affects perceived performance as the social network variable The use of this moderating variable is also a research gap that needs

to be explored in research on logistics service quality In the current digital age, under the regulation of social networks, the impact of customer satisfaction on perceived performance also has significant effects

2.7 Hypothesis and research model

Hypothesis H1: IT has a positive impact on personal contact quality

Hypothesis H2: IT has a positive impact on order fulfillment

Hypothesis H3: IT has a positive impact on information quality

HypothesisH4: IT has a positive impact on social responsibility

Hypothesis H5: Innovation capability has a positive impact on personal contact quality Hypothesis H6: Innovation capability has a positive impact on order fulfillment

Hypothesis H7: Innovation capability has a positive impact on information quality

Hypothesis H8: Innovation capability has a positive impact on social responsibility

Hypothesis H9: Personal contact quality has a positive impact on satisfaction

Hypothesis H10: Order fulfillment has a positive impact on satisfaction

Hypothesis H11: Information quality has a positive impact on satisfaction

Hypothesis H12: Social responsibility has a positive impact on satisfaction

Hypothesis H13: Satisfaction has a positive impact on perceived performance

HypothesisH14: Social networks have a moderating role in the impact of satisfaction on perceived performance

Proposed research model

Based on synthesizing the theoretical framework and reviewing research models, the author plans to develop from the original models of Harash Sachdev et al (2015) and Civelek et

al (2022), because the two models This is directly related to the issue that the author wants

to research: logistics resources, service quality and perceived performance Therefore, the proposed research model is as follows:

Figure 2.3 : Research model proposed by the author

Source: Author's recommendation

Social network

Information quality

Social Responsibility

Order Fulfilment

H1 H2 H3 H4

H5 H6 H7 H8

Satisfaction

Perceived Performances