The impact of service quality and cost on logistics service outsourcing by vietnamese manufacturing enterprises

VIETNAM NATIONAL UNIVERSITY, HANOI VIETNAM JAPAN UNIVERSITY NGUYEN THI HUONG GIANG THE IMPACT OF SERVICE QUALITY AND COST ON LOGISTICS SERVICE OUTSOURCING BY VIETNAMESE MANUFACTURING ENTERPRISES MASTER'S THESIS Hanoi, 2020 VIETNAM NATIONAL UNIVERSITY, HANOI VIETNAM JAPAN UNIVERSITY NGUYEN THI HUONG GIANG THE IMPACT OF SERVICE QUALITY AND COST ON LOGISTICS SERVICE OUTSOURCING BY VIETNAMESE MANUFACTURING ENTERPRISES MAJOR: BUSINESS ADMINISTRATION CODE: 8340101.1 RESEARCH SUPERVISORS: Prof YOSHIKI MATSUI Assoc Prof VU ANH DUNG Hanoi, 2020 TABLE OF CONTENT CHAPTER 1: INTRODUCTION .1 1.1 Research motivation 1.2 Research objectives 1.3 Research scope 1.4 The structure of research CHAPTER 2: LITERATURE REVIEW 2.1 Definition and theories 2.1.1 Manufacturing enterprise 2.1.2 Logistics services and Logistics service provider .6 2.1.3 Business Buyer Behavior 2.1.4 Process of business decisions making .7 2.2 Outsourcing logistics service performance dimensions 2.3 Outsourcing logistics service process 11 2.4 Link the studies with reality in large scale Vietnamese manufacturing enterprise 18 2.5 Outcomes of outsourcing logistics service performance 18 2.6 Conceptual model and research hypotheses 19 2.7 Research model 23 CHAPTER 3: RESEARCH METHODOLOGY 24 3.1 Research scope 24 3.2 Measurement scale 24 3.3 Questionnaire design 27 3.3.1 Demographic information .27 3.3.2 Questionnaire 28 3.4 Sampling method 28 3.5 Sample size 29 3.6 Data analysis procedure 29 3.6.1 Testing reliability – Validity of scale measurement .29 3.6.2 Exploratory Factor Analysis (EFA) 30 3.6.3 Regression analysis .31 CHAPTER DATA ANALYSIS 32 4.1 Data collection and demographic results 32 4.2 Reliability test 33 4.3 Exploratory Factor Analysis (EFA) 35 4.3.1 Independent variable factor analysis .35 4.3.2 Dependent variable factor analysis 36 4.4 Analyzing the influence of demographic factors on Intention to continue using the same LSP 36 4.5 Correlation coefficient and linear regression analysis 42 4.5.1 Correlations Analysis .45 4.5.2 Regression analysis 45 4.5.3 Searching violation of regression assumptions .47 CHAPTER RESULT AND DISCUSSION 49 I 5.1 Result discussion 49 5.2 Contributions 53 5.3 Managerial implications 54 5.4 Limitations 55 APPENDIXES 69 Appendix Survey form in English 69 Appendix Survey form in Vietnamese 76 Appendix Result of frequencies test 83 Appendix Result of reliability test 86 Appendix Result of factor analysis 93 Appendix Result of correlations and regression test 97 Appendix Result of T-test and ANOVA 103 II LIST OF TABLES Table 2.1: SERVQUAL dimensions (Parasuraman et al., 1988) 20 Table 3.1: Measurement scale 24 Table 4.1: Manufacturing sectors 40 Table 4.2: Correlation matrix between variables .45 Table 4.3: Evaluation of the suitability of the model 46 Table 4.4: Factors affecting the Intention to continue using the same LSP 46 III LIST OF FIGURES Figure 2.1: Business Buyer Behavior model (Philip Kotler, 1980) Figure 2.2: The business decision-making process (Philip Kotler, 1980) Figure 2.3: Conceptual model 23 Figure 4.1: Results of regression analysis 47 IV ACKNOWLEDGEMENT During the period of thesis writing, I received plenty of enthusiastic help and support that guide and encourage me to overcome all difficulties and finish this hard but meaningful time I would like to express the warmest thanks to Prof Yoshiki Matsui and Assoc.Prof Vu Anh Dung who gave me useful advice that helps me to finish my thesis successfully Their advice gave me professional guidance and insightful comments that considerably help me gain a lot of experience in improving my skills in synthesizing the literature, data analysis Especially, I would like to express my endless thanks and gratefulness to my respectful teacher Prof Yoshiki Matsui His devoutness inspired me to complete this dissertation Without his motivation and instructions, the thesis would have been impossible to be done effectively As of last, my deepest thanks come to all people who help me during the time I study at Vietnam Japan University Their kindly help, care, motivation gave me strength and lift me up all the trouble V CHAPTER 1: INTRODUCTION 1.1 Research motivation In recent years, outsourcing has become a key element in the success of organizations and can no longer be overlooked in recent years (Tomas, 2010) The businesses have been involved in how they can use their competitive advantage to boost their sales and income since the Industrial Revolution (Handfield, 2006) Companies have tried to boost efficiency by outsourcing tasks that are not considered a core business competency Outsourcing a variety of resources, spanning from sanitation, distribution, and compound management among others, has been an influential factor in global pattern outsourcing services, but there are several concerns how often outsourcing results in a successful outcome and the circumstances that enable it While several businesses outsource to save costs, they frequently struggle to so and can even increase costs unless properly managed (Meixell and Norbis, 2008) Outsourcing management plays an important role in revolutionizing enhanced efficiency in businesses (Juettner et al., 2003) Organizations have been repetitively reviewing a variety of cost-cutting strategies while also enhancing their operating efficiency At the industry's foremost hand, there is often a trend to redefine core businesses away from certain conventional roles (Agrell et al, 2004) The strong growth of the service providers contributes to changes in the power structure, and the market sense and clock speed among the market participants This guiding force contributed to a large consolidation of core competences and to the outsourcing of certain roles in an attempt to achieve multiple performances and effective service delivery A number of researches have shown that outsourcing decision has significant strategic and operational implications and extremely influence several performance objectives across the entire business (Harland et al., 2005; Aron & Singh, 2005; Sanders et al., 2007; McIvor et al., 2009) Lower costs and competitive advantage can be driven by making the right outsourcing decisions In contrast, poor outsourcing decisions can lead to rising cost, failure operation, disrupted services, and even entire business failure In an organization, a full understanding of a corporate strategy, core competencies, potential risks, and total costs, as well as a thorough justification of possible outsourcing arrangements for meeting business objectives were required to have efficient and effective outsourcing decision making (Sanders et al., 2007, McIvor et al., 2009) One of the most concerning outsourcing service in the companies is logistics Logistics play a greatly important role in businesses especially in manufacturing enterprises According to Russell and Taylor, 2003, transportation costs account for about 20 percent of total production costs in manufacturing enterprises A survey was conducted by Pedersen and Gray (1998) showed that on average 50 percent of the total logistics cost could be attributed to transportation Transportation is not only an incurred cost, but also can be instrumental in achieving competitive advantage as distribution (Reimann, 1989) The performance of the logistics service provider may affect the efficiency of the total logistics function of an enterprise It follows that an appropriate logistics service provider (LSP) choosing process is important to the firm’s success As the global market develops with technological advances, especially the opening of markets in developing and underdeveloped countries, logistics is considered by managers as a tool, a means to connect the fields Due to the importance of logistics, using logistics service outsourcing at manufacturing enterprises is always carefully considered by managers LSPs must adapt themselves and provide more value-added in order to respond effectively to meet the everchanging need of customers’ logistics requirements Freight forwarding and logistics service has been developed for a long time in the world, and the issue of determining the factors affecting the choice of the LSP is also extremely concerning Since the early 1970s, many authors have done research on this issue in many different countries However, there have been no official studies on the issues of using logistics service outsourcing in the Vietnamese manufacturing enterprises The review and reference of the previous studies is a very necessary and meaningful work, so that the author can find out the important factors that influence the decision of the manufacturing company to LSPs, from which the author put forward research hypotheses to conduct testing with the Vietnamese data With the current status of the Vietnam economy that most manufacturing enterprises are foreign-invested enterprises The Selection criteria for LSP sometimes based on the decision of the headquarters outside Vietnam Is there any difference between the actual situation of Vietnam and other countries around the world? The next chapters will explain it carefully 1.2 Research objectives The research objectives of this study are two-fold One objective is for manufacturers, another is for logistics service providers - Manufacturing Enterprise: this study identifies how the service quality and cost impact on logistics service outsourcing by Vietnamese manufacturing enterprises - Logistics Service provider: Logistics service providers can sort information and services that are considered as significantly important to the customers who are manufacturing enterprises from the knowledge of the key decision factors of the customers 1.3 Research scope Because of limitations in terms of survey scale, only large-scale manufacturing enterprises that have more than 200 employees who are insured and have a total annual revenue of over VND 200 billion or have a total capital of over VND 100 billion are researched 1.4 The structure of research  Chapter 1: Introduction This chapter provides information on research, including the motivation of research, the research objective and the research scope Appendix Result of T-test and ANOVA  Gender Group Statistics I Gender N Mean Std Deviation Std Error Mean Male 69 3.9239 84920 10223 Female 249 3.9277 84140 05332 Independent Samples Test Levene's Test for t-test for Equality of Means Equality of Variances I  Equal variances assumed F Sig t 065 799 -.033 316 Equal variances not assumed df -.033 Sig (2- Mean Std 95% Confidence tailed) Differen Error Interval of the ce Differen Difference ce Lower Upper 974 -.00380 11470 -.22947 22187 107.8 974 42 -.00380 11530 -.23235 22476 Age Test of Homogeneity of Variances I Levene Statistic df1 df2 Sig 8.950 313 000 103 Robust Tests of Equality of Means I Statistica df1 Welch 4.828 13 df2 Sig 25.292 000 a Asymptotically F distributed Multiple Comparisons Dependent Variable: I LSD (I) Age 24 years old or less from 25 to 29 from 30 to 34 from 35 to 39 (J) Age Mean Std Error Sig Difference (IJ) 95% Confidence Interval Lower Bound Upper Bound from 25 to 29 -.47505* 14141 001 -.7533 -.1968 from 30 to 34 -.85387* 15115 000 -1.1513 -.5565 from 35 to 39 -.95828* 17947 000 -1.3114 -.6052 from 40 to 44 -1.05625* 21548 000 -1.4802 -.6323 24 years old or less 47505* 14141 001 1968 7533 from 30 to 34 -.37882* 10903 001 -.5934 -.1643 from 35 to 39 -.48323* 14577 001 -.7701 -.1964 from 40 to 44 -.58120* 18834 002 -.9518 -.2106 24 years old or less 85387* 15115 000 5565 1.1513 from 25 to 29 37882* 10903 001 1643 5934 from 35 to 39 -.10441 15525 502 -.4099 2011 from 40 to 44 -.20238 19576 302 -.5876 1828 24 years old or less 95828* 17947 000 6052 1.3114 from 25 to 29 48323* 14577 001 1964 7701 from 30 to 34 10441 15525 502 -.2011 4099 104 from 40 to 44 from 40 to 44 -.09797 21837 654 -.5276 3317 24 years old or less 1.05625* 21548 000 6323 1.4802 from 25 to 29 58120* 18834 002 2106 9518 from 30 to 34 20238 19576 302 -.1828 5876 from 35 to 39 09797 21837 654 -.3317 5276 * The mean difference is significant at the 0.05 level  Working time Test of Homogeneity of Variances I Levene Statistic df1 df2 Sig 5.238 313 000 Robust Tests of Equality of Means I Statistica df1 Welch 30.563 df2 Sig 22.345 000 a Asymptotically F distributed Multiple Comparisons Dependent Variable: I LSD (I) working_time Less than year (J) working_time Mean Std Difference Error (I-J) Sig 95% Confidence Interval Lower Bound Upper Bound From to less than -.41207* years 13540 003 -.6785 -.1457 From to less than -.67935* years 15126 000 -.9770 -.3817 105 years or more -.90486* 17388 000 -1.2470 -.5627 Less than year 41207* 13540 003 1457 6785 11294 019 -.4895 -.0451 From to less than From to less than -.26728* years years years or more -.49279* 14181 001 -.7718 -.2138 Less than year 67935* 15126 000 3817 9770 From to less than From to less than 26728* years years 11294 019 0451 4895 years or more years or more -.22551 15703 152 -.5345 0835 Less than year 90486* 17388 000 5627 1.2470 From to less than 49279* years 14181 001 2138 7718 From to less than 22551 years 15703 152 -.0835 5345 * The mean difference is significant at the 0.05 level  Interaction frequency Test of Homogeneity of Variances I Levene Statistic df1 df2 Sig .580 314 629 ANOVA I Sum of Squares df Mean Square F Sig 1.135 335 Between Groups 2.409 803 Within Groups 222.204 314 708 Total 224.613 317 106 Manufacturing sectors  Test of Homogeneity of Variances I Levene Statistic df1 df2 Sig 2.195 304 010 13 Robust Tests of Equality of Means I Statistica df1 Welch 4.828 13 df2 Sig 25.292 000 a Asymptotically F distributed Multiple Comparisons Dependent Variable: I LSD (I) nganh1 (J) nganh1 4.00 Mean Std Error Sig Difference (I-J) 95% Confidence Interval 5.00 -.10158 18316 580 -.4620 2589 7.00 95455 59231 108 -.2110 2.1201 8.00 -.01212 20518 953 -.4159 3916 9.00 19066 23833 424 -.2783 6596 11.00 -.16450 22705 469 -.6113 2823 13.00 22955 23049 320 -.2240 6831 16.00 25812 20899 218 -.1531 6694 17.00 -.40909* 18730 030 -.7777 -.0405 18.00 27273 20024 174 -.1213 6668 19.00 32955 21820 132 -.0998 7589 107 Lower Bound Upper Bound 5.00 7.00 21.00 03788 30587 902 -.5640 6398 22.00 -.34545 39033 377 -1.1136 4226 24.00 1.45455* 59231 015 2890 2.6201 4.00 10158 18316 580 -.2589 4620 7.00 1.05612 58676 073 -.0985 2.2107 8.00 08946 18856 636 -.2816 4605 9.00 29223 22418 193 -.1489 7334 11.00 -.06293 21214 767 -.4804 3545 13.00 33112 21582 126 -.0936 7558 16.00 35969 19269 063 -.0195 7389 17.00 -.30751 16893 070 -.6399 0249 18.00 37430* 18316 042 0139 7347 19.00 43112* 20265 034 0324 8299 21.00 13946 29497 637 -.4410 7199 22.00 -.24388 38186 524 -.9953 5075 24.00 1.55612* 58676 008 4015 2.7107 4.00 -.95455 59231 108 -2.1201 2110 5.00 -1.05612 58676 073 -2.2107 0985 8.00 -.96667 59400 105 -2.1355 2022 9.00 -.76389 60625 209 -1.9569 4291 11.00 -1.11905 60190 064 -2.3035 0654 13.00 -.72500 60321 230 -1.9120 4620 16.00 -.69643 59532 243 -1.8679 4750 17.00 -1.36364* 58806 021 -2.5208 -.2064 18.00 -.68182 59231 251 -1.8474 4837 19.00 -.62500 59862 297 -1.8030 5530 21.00 -.91667 63584 150 -2.1679 3345 22.00 -1.30000 68051 057 -2.6391 0391 108 8.00 9.00 11.00 24.00 50000 81337 539 -1.1005 2.1005 4.00 01212 20518 953 -.3916 4159 5.00 -.08946 18856 636 -.4605 2816 7.00 96667 59400 105 -.2022 2.1355 9.00 20278 24250 404 -.2744 6800 11.00 -.15238 23142 511 -.6078 3030 13.00 24167 23480 304 -.2204 7037 16.00 27024 21373 207 -.1503 6908 17.00 -.39697* 19258 040 -.7759 -.0180 18.00 28485 20518 166 -.1189 6886 19.00 34167 22275 126 -.0967 7800 21.00 05000 30913 872 -.5583 6583 22.00 -.33333 39289 397 -1.1065 4398 24.00 1.46667* 59400 014 2978 2.6355 4.00 -.19066 23833 424 -.6596 2783 5.00 -.29223 22418 193 -.7334 1489 7.00 76389 60625 209 -.4291 1.9569 8.00 -.20278 24250 404 -.6800 2744 11.00 -.35516 26126 175 -.8693 1589 13.00 03889 26426 883 -.4811 5589 16.00 06746 24573 784 -.4161 5510 17.00 -.59975* 22757 009 -1.0476 -.1519 18.00 08207 23833 731 -.3869 5511 19.00 13889 25361 584 -.3602 6379 21.00 -.15278 33206 646 -.8062 5006 22.00 -.53611 41118 193 -1.3452 2730 24.00 1.26389* 60625 038 0709 2.4569 4.00 16450 22705 469 -.2823 6113 109 13.00 16.00 5.00 06293 21214 767 -.3545 4804 7.00 1.11905 60190 064 -.0654 2.3035 8.00 15238 23142 511 -.3030 6078 9.00 35516 26126 175 -.1589 8693 13.00 39405 25413 122 -.1060 8941 16.00 42262 23480 073 -.0394 8847 17.00 -.24459 21573 258 -.6691 1799 18.00 43723 22705 055 -.0096 8840 19.00 49405* 24304 043 0158 9723 21.00 20238 32405 533 -.4353 8401 22.00 -.18095 40474 655 -.9774 6155 24.00 1.61905* 60190 008 4346 2.8035 4.00 -.22955 23049 320 -.6831 2240 5.00 -.33112 21582 126 -.7558 0936 7.00 72500 60321 230 -.4620 1.9120 8.00 -.24167 23480 304 -.7037 2204 9.00 -.03889 26426 883 -.5589 4811 11.00 -.39405 25413 122 -.8941 1060 16.00 02857 23813 905 -.4400 4972 17.00 -.63864* 21935 004 -1.0703 -.2070 18.00 04318 23049 852 -.4104 4967 19.00 10000 24626 685 -.3846 5846 21.00 -.19167 32647 558 -.8341 4508 22.00 -.57500 40668 158 -1.3753 2253 24.00 1.22500* 60321 043 0380 2.4120 4.00 -.25812 20899 218 -.6694 1531 5.00 -.35969 19269 063 -.7389 0195 7.00 69643 59532 243 -.4750 1.8679 110 17.00 18.00 8.00 -.27024 21373 207 -.6908 1503 9.00 -.06746 24573 784 -.5510 4161 11.00 -.42262 23480 073 -.8847 0394 13.00 -.02857 23813 905 -.4972 4400 17.00 -.66721* 19663 001 -1.0541 -.2803 18.00 01461 20899 944 -.3966 4259 19.00 07143 22626 752 -.3738 5167 21.00 -.22024 31166 480 -.8335 3931 22.00 -.60357 39489 127 -1.3806 1735 24.00 1.19643* 59532 045 0250 2.3679 4.00 40909* 18730 030 0405 7777 5.00 30751 16893 070 -.0249 6399 7.00 1.36364* 58806 021 2064 2.5208 8.00 39697* 19258 040 0180 7759 9.00 59975* 22757 009 1519 1.0476 11.00 24459 21573 258 -.1799 6691 13.00 63864* 21935 004 2070 1.0703 16.00 66721* 19663 001 2803 1.0541 18.00 68182* 18730 000 3132 1.0504 19.00 73864* 20640 000 3325 1.1448 21.00 44697 29756 134 -.1386 1.0325 22.00 06364 38386 868 -.6917 8190 24.00 1.86364* 58806 002 7064 3.0208 4.00 -.27273 20024 174 -.6668 1213 5.00 -.37430* 18316 042 -.7347 -.0139 7.00 68182 59231 251 -.4837 1.8474 8.00 -.28485 20518 166 -.6886 1189 9.00 -.08207 23833 731 -.5511 3869 111 19.00 21.00 11.00 -.43723 22705 055 -.8840 0096 13.00 -.04318 23049 852 -.4967 4104 16.00 -.01461 20899 944 -.4259 3966 17.00 -.68182* 18730 000 -1.0504 -.3132 19.00 05682 21820 795 -.3726 4862 21.00 -.23485 30587 443 -.8367 3670 22.00 -.61818 39033 114 -1.3863 1499 24.00 1.18182* 59231 047 0163 2.3474 4.00 -.32955 21820 132 -.7589 0998 5.00 -.43112* 20265 034 -.8299 -.0324 7.00 62500 59862 297 -.5530 1.8030 8.00 -.34167 22275 126 -.7800 0967 9.00 -.13889 25361 584 -.6379 3602 11.00 -.49405* 24304 043 -.9723 -.0158 13.00 -.10000 24626 685 -.5846 3846 16.00 -.07143 22626 752 -.5167 3738 17.00 -.73864* 20640 000 -1.1448 -.3325 18.00 -.05682 21820 795 -.4862 3726 21.00 -.29167 31792 360 -.9173 3339 22.00 -.67500 39985 092 -1.4618 1118 24.00 1.12500 59862 061 -.0530 2.3030 4.00 -.03788 30587 902 -.6398 5640 5.00 -.13946 29497 637 -.7199 4410 7.00 91667 63584 150 -.3345 2.1679 8.00 -.05000 30913 872 -.6583 5583 9.00 15278 33206 646 -.5006 8062 11.00 -.20238 32405 533 -.8401 4353 13.00 19167 32647 558 -.4508 8341 112 22.00 24.00 16.00 22024 31166 480 -.3931 8335 17.00 -.44697 29756 134 -1.0325 1386 18.00 23485 30587 443 -.3670 8367 19.00 29167 31792 360 -.3339 9173 22.00 -.38333 45367 399 -1.2761 5094 24.00 1.41667* 63584 027 1655 2.6679 4.00 34545 39033 377 -.4226 1.1136 5.00 24388 38186 524 -.5075 9953 7.00 1.30000 68051 057 -.0391 2.6391 8.00 33333 39289 397 -.4398 1.1065 9.00 53611 41118 193 -.2730 1.3452 11.00 18095 40474 655 -.6155 9774 13.00 57500 40668 158 -.2253 1.3753 16.00 60357 39489 127 -.1735 1.3806 17.00 -.06364 38386 868 -.8190 6917 18.00 61818 39033 114 -.1499 1.3863 19.00 67500 39985 092 -.1118 1.4618 21.00 38333 45367 399 -.5094 1.2761 24.00 1.80000* 68051 009 4609 3.1391 4.00 -1.45455* 59231 015 -2.6201 -.2890 5.00 -1.55612* 58676 008 -2.7107 -.4015 7.00 -.50000 81337 539 -2.1005 1.1005 8.00 -1.46667* 59400 014 -2.6355 -.2978 9.00 -1.26389* 60625 038 -2.4569 -.0709 11.00 -1.61905* 60190 008 -2.8035 -.4346 13.00 -1.22500* 60321 043 -2.4120 -.0380 16.00 -1.19643* 59532 045 -2.3679 -.0250 113 17.00 -1.86364* 58806 002 -3.0208 -.7064 18.00 -1.18182* 59231 047 -2.3474 -.0163 19.00 -1.12500 59862 061 -2.3030 0530 21.00 -1.41667* 63584 027 -2.6679 -.1655 22.00 -1.80000* 68051 009 -3.1391 -.4609 * The mean difference is significant at the 0.05 level Descriptives N Mean Std Deviation Std Error 95% Confidence Interval for Mean Minimu Maxi m mum Lower Bound Upper Bound T 4.00 33 2.7475 90535 15760 2.4265 3.0685 1.00 5.00 5.00 49 2.9456 70167 10024 2.7440 3.1471 1.67 4.67 7.00 2.3333 47140 33333 -1.9021 6.5687 2.00 2.67 8.00 30 2.6444 78263 14289 2.3522 2.9367 1.00 4.33 9.00 18 2.8148 84962 20026 2.3923 3.2373 1.00 4.00 11.00 21 2.8254 62021 13534 2.5431 3.1077 2.00 4.00 13.00 20 2.5333 80496 17999 2.1566 2.9101 1.00 4.00 16.00 28 2.8333 79866 15093 2.5236 3.1430 1.00 4.00 17.00 44 2.9091 78211 11791 2.6713 3.1469 1.33 5.00 18.00 33 2.7879 74916 13041 2.5222 3.0535 1.00 4.00 114 RL RS 19.00 24 2.9861 67730 13825 2.7001 3.2721 1.00 4.00 21.00 2.8148 68943 22981 2.2849 3.3448 2.00 4.00 22.00 2.5333 73030 32660 1.6266 3.4401 2.00 3.33 24.00 2.0000 00000 00000 2.0000 2.0000 2.00 2.00 Total 318 2.8071 76360 04282 2.7229 2.8914 1.00 5.00 4.00 33 3.5530 92862 16165 3.2238 3.8823 2.00 5.00 5.00 49 3.7704 85974 12282 3.5235 4.0174 2.00 5.00 7.00 2.0000 00000 00000 2.0000 2.0000 2.00 2.00 8.00 30 3.6500 65192 11902 3.4066 3.8934 2.00 4.50 9.00 18 3.0694 74659 17597 2.6982 3.4407 2.00 4.00 11.00 21 4.3810 46515 10151 4.1692 4.5927 3.25 4.75 13.00 20 3.3625 75861 16963 3.0075 3.7175 2.00 4.25 16.00 28 3.4107 71107 13438 3.1350 3.6864 2.00 4.25 17.00 44 4.3409 32836 04950 4.2411 4.4407 3.75 5.00 18.00 33 3.3712 81519 14191 3.0822 3.6603 2.00 4.50 19.00 24 3.2708 80053 16341 2.9328 3.6089 2.00 4.25 21.00 3.3056 70465 23488 2.7639 3.8472 2.00 4.25 22.00 4.3000 11180 05000 4.1612 4.4388 4.25 4.50 24.00 3.0000 1.41421 1.00000 -9.7062 15.7062 2.00 4.00 Total 318 3.6588 83019 04655 3.5672 3.7504 2.00 5.00 4.00 33 4.0909 70727 12312 3.8401 4.3417 2.20 4.80 5.00 49 3.9388 76071 10867 3.7203 4.1573 2.00 5.00 7.00 2.8000 84853 60000 -4.8237 10.4237 2.20 3.40 8.00 30 4.1200 60708 11084 3.8933 4.3467 2.20 5.00 9.00 18 3.5444 90178 21255 3.0960 3.9929 2.00 4.40 11.00 21 4.0000 60992 13310 3.7224 4.2776 2.00 4.40 13.00 20 3.8400 86718 19391 3.4341 4.2459 2.20 4.80 16.00 28 3.7500 80485 15210 3.4379 4.0621 2.20 4.80 115 A E 17.00 44 4.1773 53738 08101 4.0139 4.3407 2.20 4.80 18.00 33 3.7333 90646 15779 3.4119 4.0547 2.20 4.80 19.00 24 3.5833 94899 19371 3.1826 3.9841 2.00 4.80 21.00 4.0889 67905 22635 3.5669 4.6109 2.80 4.80 22.00 4.2000 44721 20000 3.6447 4.7553 3.60 4.80 24.00 2.5000 42426 30000 -1.3119 6.3119 2.20 2.80 Total 318 3.9075 77834 04365 3.8217 3.9934 2.00 5.00 4.00 33 4.0061 81775 14235 3.7161 4.2960 2.00 5.00 5.00 49 4.0286 84163 12023 3.7868 4.2703 2.00 5.00 7.00 3.3000 70711 50000 -3.0531 9.6531 2.80 3.80 8.00 30 3.6800 84298 15391 3.3652 3.9948 2.00 4.80 9.00 18 4.0556 78157 18422 3.6669 4.4442 2.20 4.80 11.00 21 3.8857 77607 16935 3.5325 4.2390 2.00 5.00 13.00 20 4.1000 66014 14761 3.7910 4.4090 2.80 5.00 16.00 28 3.7571 93865 17739 3.3932 4.1211 2.00 5.00 17.00 44 4.0364 60428 09110 3.8526 4.2201 2.00 5.00 18.00 33 3.7939 88950 15484 3.4785 4.1093 2.00 5.00 19.00 24 3.6750 81254 16586 3.3319 4.0181 2.00 4.80 21.00 3.8444 86474 28825 3.1797 4.5091 2.20 5.00 22.00 4.3200 75631 33823 3.3809 5.2591 3.00 4.80 24.00 4.0000 56569 40000 -1.0825 9.0825 3.60 4.40 Total 318 3.9107 80272 04501 3.8221 3.9993 2.00 5.00 4.00 33 3.3258 94886 16517 2.9893 3.6622 2.00 5.00 5.00 49 3.5357 74302 10615 3.3223 3.7491 2.25 5.00 7.00 4.5000 00000 00000 4.5000 4.5000 4.50 4.50 8.00 30 3.4750 70512 12874 3.2117 3.7383 2.50 5.00 9.00 18 3.7083 55737 13137 3.4312 3.9855 2.50 4.75 11.00 21 3.4643 73860 16118 3.1281 3.8005 2.25 4.75 116 C 13.00 20 3.4250 87772 19626 3.0142 3.8358 2.25 4.75 16.00 28 3.6607 88771 16776 3.3165 4.0049 2.25 5.00 17.00 44 3.7159 83977 12660 3.4606 3.9712 2.25 5.00 18.00 33 3.3636 71011 12361 3.1118 3.6154 2.00 4.50 19.00 24 3.6875 77407 15801 3.3606 4.0144 2.25 5.00 21.00 3.8889 97717 32572 3.1378 4.6400 2.25 5.00 22.00 3.6500 91173 40774 2.5179 4.7821 2.50 5.00 24.00 3.7500 70711 50000 -2.6031 10.1031 3.25 4.25 Total 318 3.5550 79908 04481 3.4669 3.6432 2.00 5.00 4.00 33 4.1717 64615 11248 3.9426 4.4008 3.00 5.00 5.00 49 4.2177 46919 06703 4.0829 4.3525 3.00 5.00 7.00 2.8333 70711 50000 -3.5198 9.1864 2.33 3.33 8.00 30 3.8000 80990 14787 3.4976 4.1024 2.00 4.67 9.00 18 3.4815 86487 20385 3.0514 3.9116 2.00 4.33 11.00 21 3.5873 1.08477 23672 3.0935 4.0811 2.00 5.00 13.00 20 3.4667 94529 21137 3.0243 3.9091 2.00 4.67 16.00 28 3.6310 94864 17928 3.2631 3.9988 2.00 5.00 17.00 44 3.5758 84561 12748 3.3187 3.8328 2.00 5.00 18.00 33 3.3434 97356 16947 2.9982 3.6886 2.00 4.67 19.00 24 3.4306 86521 17661 3.0652 3.7959 2.00 4.67 21.00 3.4074 1.09008 36336 2.5695 4.2453 2.00 4.33 22.00 4.6000 36515 16330 4.1466 5.0534 4.00 5.00 24.00 3.6667 00000 00000 3.6667 3.6667 3.67 3.67 Total 318 3.7233 87950 04932 3.6262 3.8203 2.00 5.00 117 ... service quality and cost impact on logistics service outsourcing by Vietnamese manufacturing enterprises - Logistics Service provider: Logistics service providers can sort information and services... discussion, the author concludes the hypothesis: H1: Service quality of a logistics service provider has a positive impact on the intention to continue using the same logistics service provider The LSP... service performance, distinct and separate from the operational and relational components of the service Manufacturing and service operations literature offers significant justification for the