International Journal of

ADVANCED AND APPLIED SCIENCES

EISSN: 2313-3724, Print ISSN: 2313-626X

Frequency: 12

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 Volume 13, Issue 9 (September 2026), Pages: 212-226

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 Original Research Paper

Effects of logistics service quality dimensions on customer satisfaction and loyalty: A second-order PLS-SEM approach

 Author(s): 

Dung Nguyen Thi *

 Affiliation(s):

Smart and Sustainable Transport, Logistics and Supply Chain Research Group, Faculty of Transport Economics, University of Transport Technology, Hanoi, Vietnam

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 * Corresponding Author. 

   Corresponding author's ORCID profile:  https://orcid.org/0009-0002-9348-4835

 Digital Object Identifier (DOI)

 
https://doi.org/10.21833/ijaas.2026.09.020

 Abstract

This study examines the impact of logistics service quality (LSQ) on customer satisfaction and loyalty in the Red River Delta region of Vietnam, which is characterized by dense industrial activity and a relationship-oriented business culture. Although the multidimensional nature of LSQ is widely acknowledged, empirical evidence modeling it as a higher-order construct remains limited. To address this gap, LSQ is conceptualized as a second-order reflective construct comprising four theoretically grounded dimensions: outcome quality, process quality, information quality, and relationship quality. Data collected from 220 logistics professionals were analyzed using partial least squares structural equation modeling (PLS-SEM) through a disjoint two-stage approach. Methodological rigor was assessed through post-hoc power analysis, common method bias assessment, and multi-group analysis (MGA), which established full measurement invariance. The results show that LSQ is reliably reflected by the four proposed dimensions. The structural model results reveal that LSQ has a positive and statistically significant impact on customer satisfaction (β = 0.737; p < 0.001) and customer loyalty (β = 0.257; p = 0.001), with customer satisfaction playing a partial mediating role (VAF = 57.3%). These findings suggest that logistics companies operating in high-growth, collectivist industrial environments should prioritize information transparency and relationship quality alongside operational outcomes.

 © 2026 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (https://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords

Logistics service quality, Customer satisfaction, Customer loyalty, PLS-SEM, Relationship quality

 Article history

Received 19 May 2026, Received in revised form 20 September 2026, Accepted 2 October 2026

 Acknowledgment

The author sincerely thanks all respondents who voluntarily participated in the survey and provided valuable information for this study. The author also gratefully acknowledges the academic and professional support provided by the Smart and Sustainable Transport, Logistics and Supply Chain Research Group, Faculty of Transport Economics, University of Transport Technology. 

 Compliance with ethical standards

 Ethical considerations 

Participation in this study was entirely voluntary. Before completing the questionnaire, all respondents were informed about the purpose of the study, the academic use of the collected data, and the measures taken to protect the confidentiality of their responses. No personally identifiable or sensitive information was collected. Participants were free to decline or discontinue participation at any time without any adverse consequences. Informed consent was obtained from all participants before data collection. 

 Conflict of interest: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

 Citation:

Thi DN (2026). Effects of logistics service quality dimensions on customer satisfaction and loyalty: A second-order PLS-SEM approach. International Journal of Advanced and Applied Sciences, 13(9): 212-226

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