This study demonstrates how logistics service quality influences customer loyalty in online shopping, highlighting key factors in the Mekong Delta region.
Key Points
Logistics service quality significantly influences customer loyalty in last-mile delivery.
Delivery time and reliability emerged as key factors affecting customer satisfaction and loyalty.
Qualitative and quantitative methods were employed to analyze data from 414 online shoppers in the Mekong Delta.
Improving logistics service dimensions can enhance competitive positioning for online retailers.