DOI:

Abstract

This quantitative research is conducted to identify factors influencing customer satisfaction in Damco Supply Chain Management Service. Data are collected by delivering survey questionnaires to customers currently using Damco Vietnam?s supply chain management service. The research resulted in seven dimensions for customer satisfaction ? Tangibles, Reliability, Assurance, and Empathy, Perceived Price, Relationship Service and Relationship Quality spreading out in 21 measurement items. Being one of the leading service providers, Damco has been known by its standard service quality well beyond Vietnam market. However, throughout the economic downturn period several key customers restructured their supply chain and switched to other service providers, customer intimacy emerged as the most concerned issue. Figuring out factors driving customer satisfaction may help the company to build up a foundation of customers? understanding and improve its service to enhance its customer satisfaction.

Keywords

Customer Satisfaction; Supply Chain Management; Vietnam.