Enhancing B2B service quality at FedEx Express Vietnam

Abstract

Service quality directly impacts customer satisfaction and is also a crucial factor influencing a business's survival in the market. Recognizing the significance of service quality, the author conducted a study to analyze the current situation of factors affecting service quality at FedEx Express Vietnam. The study applied the SERVPERF model by Cronin and Taylor (1992) with five service quality dimensions, supplemented by the Sociality dimension from the research of Yoon & Park (2014). The research surveyed 200 B2B customers currently using FedEx Express Vietnam's services, with 176 valid responses used for data analysis using SPSS & Smart-PLS software. The research has identified the components of service quality impacting customer satisfaction, ranked in descending order of influence: Assurance, Responsiveness, Reliability, Tangibles, Sociality, Empathy. These findings lay the groundwork for the Sales department to comprehend and navigate the service quality landscape at FedEx Express Vietnam; Paving the way for the Leadership Board to make informed decisions that align with the overarching goal of maintaining and fortifying FedEx Express Vietnam's competitive edge in the fiercely contested air express industry.