Tien Minh Phan, Vinh V. Thai and Thao Phuong Vu
This study aims to investigate the concept of port service quality (PSQ) and examine its influence on customer satisfaction in the container port sector in Vietnam. Despite the…
Abstract
Purpose
This study aims to investigate the concept of port service quality (PSQ) and examine its influence on customer satisfaction in the container port sector in Vietnam. Despite the importance of the maritime industry in which port is a critical sector in the national economy, there has been no research so far which examines what PSQ entails and how it affects customer satisfaction in the context of Vietnam.
Design/methodology/approach
Following a literature review, a conceptual model of PSQ and its influence on customer satisfaction was proposed. A survey questionnaire was then developed and piloted with senior executives who are working in various container shipping lines and logistics companies in Vietnam. The questionnaire was first designed in English and then refined through the process of translation and back-translation to ensure language non-discrepancies. The survey was administered to 200 members of Vietnam Shipowners’ Association, Vietnam Logistics Associations and Vietnam Shippers’ Council. By the cut-off date, 108 questionnaires were received, in which 99 valid replies were used for further analysis.
Findings
Results from this study reveal that PSQ is a construct of 4 factors and 16 items, and that enhanced PSQ will positively influence customer satisfaction, in which the outcomes of port service performance and its image would have the greatest impact. Interestingly, most items relating to social and environmental responsibility were dropped, and this result is expected in the context of a developing country like Vietnam.
Originality/value
Findings from this research may enhance port managers’ understanding on areas of PSQ to improve so as to meet and exceed their customers’ satisfaction.
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Dong Mai Tran, Vinh Van Thai, Nguyen Phong Nguyen, Shams Rahman, Lien Thi Ngoc Nguyen, Thao Kim Nguyen and Thanh-Thuy Nguyen
The new era of supply chain management is characterised by key change drivers, e.g. Industry 4.0, and post-COVID-19 VUCA (volatility, uncertainty, complexity and ambiguity…
Abstract
Purpose
The new era of supply chain management is characterised by key change drivers, e.g. Industry 4.0, and post-COVID-19 VUCA (volatility, uncertainty, complexity and ambiguity) business environment, in addition to the rising requirements for sustainability, responsiveness and customer centrism. An important and topical question in this context is what supply chain managerial competence logistics managers need to possess in order to enhance their individual performance in the new era. This question is addressed in this paper, which also explores the nexus of supply chain managerial competence expectation and possession upon which human resource development strategies are proposed accordingly.
Design/methodology/approach
The survey research design is adopted to empirically examine logistics managers’ supply chain managerial competence in the new era, and the forward-backward translation process was strictly followed. Data were collected through a survey conducted with owners or managers of Vietnamese firms whose business is in the logistics and related business areas, and 269 valid responses were used for analysis.
Findings
Results indicated that the proposed profile of four groups (foundation, core, specialist and technology-IT) and 38 competencies are valid and important to the individual performance of logistics managers in the context of Vietnam, which supports the tenet that logistics managers in the new era need to have a well-rounded profile of competencies, including those derived from contemporary change drivers. It was also found that the foundation competency group is perceived as more important than others, which is context specific given the current logistics development in Vietnam. Besides, it was also revealed that respondents in this research currently possess those competencies at a level which is lower than their perceived importance. An Importance-Possession (IPM) Matrix of Competency Development was mapped accordingly.
Research limitations/implications
The generalisation of this study would require further empirical examination from similar studies in other contexts, i.e. in other manufacturing and service sectors as well as in other developing and developed countries where logistics development is at different stages.
Practical implications
This research provides insights into the current competency profile of logistics managers in Vietnam, which can assist senior management with human resources development in their firms. Specifically, it is essential that Vietnamese logistics firms focus on providing education and training opportunities, both internally and externally, to enhance the level of possession of all competencies whose gaps between perceived importance and possession are the largest across the groups, especially those in the Maintaining Sustainably and Growing quadrants of the IPM.
Originality/value
Firstly, this research introduces an improvised framework of logistics managers’ supply chain managerial competence adopting the contingency approach, contributing to expanding the body of knowledge on how the competency profile of logistics managers should be developed. Secondly, the IPM matrix of competencies introduced in this research can be used as both the conceptual and managerial tool to classify and prioritise competencies for various purposes, e.g. education, training and policy implementation based on the nexus of supply chain competence expectation and possession.
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Noorul Shaiful Fitri Abdul Rahman, Mohammad Khairuddin Othman, Vinh V. Thai, Rudiah Md. Hanafiah and Abdelsalam Adam Hamid
This present study uses political, economic, social, technological, legal and environmental (PESTLE) analysis and the strategic management theory to examine how external factors…
Abstract
Purpose
This present study uses political, economic, social, technological, legal and environmental (PESTLE) analysis and the strategic management theory to examine how external factors, namely the coronavirus (COVID-19) pandemic, the industrial revolution (IR) 4.0 technologies, the fuel price crisis and Sultanate of Oman Logistics Strategy (SOLS) 2040, affect the performance of container terminals in Oman.
Design/methodology/approach
A hybrid decision-making method that combined the analytical hierarchy process technique and Bayesian network model was used to achieve the objective of the present study.
Findings
The COVID-19 pandemic (54.60%) most significantly affected the performance of container terminals in Oman, followed by IR 4.0 technologies (19.66%), SOLS (17.00%) and fuel price crisis (8.74%). Container terminals in Oman were also found to perform “moderately,” considering the uncertainty of external factors.
Research limitations/implications
This study enriches existing literature by using PESTLE analysis to assess the impact of the external business environment on firm performance in the context of the maritime industry as well as highlights how challenging external environmental factors affect the performance of container terminals in Oman.
Originality/value
This study contributes to developing novel study models and determining the performance level of container terminals in Oman considering integrated uncertainties and external factors such as the COVID-19 pandemic, IR 4.0 technologies, the SOLS 2040 and the fuel price crisis.
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Hui Shan Loh, Vinh Van Thai, Yiik Diew Wong, Kum Fai Yuen and Qingji Zhou
The purpose of this paper is to provide a risk assessment of port-centric threats that may have adverse effects on supply chain continuity from the perspectives of port operators…
Abstract
Purpose
The purpose of this paper is to provide a risk assessment of port-centric threats that may have adverse effects on supply chain continuity from the perspectives of port operators and port users, thereby determining the significance of these threats to supply chain disruptions.
Design/methodology/approach
Drawing on literature review and reported cases, 19 port-centric disruptive events were identified. Subsequently, surveys were conducted to collect data from 102 port operators and 123 port users worldwide on the frequencies and consequences of the identified port-centric disruptive events. Risk matrices were then generated to compare the perspectives of port operators and port users.
Findings
The results show that threats related to the planning of port resources require the highest level of attention. This highlights important areas for port managers seeking to improve port resilience and supply chain continuity through a more prudent management of risks.
Research limitations/implications
The results help port managers understand where they should establish strategic capability to increase port resilience and enhance sustainability to benefit port users. However, the study could be further enhanced by evaluating the threats based on different regions of ports and port users and making recommendations for port operators to undertake.
Originality/value
The findings of this paper are significant as they provide an analysis of data gathered from international port operators and port users. Risk matrices have been widely applied in many industries, yet no studies have been conducted to develop a portfolio of port-centric risks at a scale as large as this paper.
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Kum Fai Yuen and Vinh Van Thai
An implicit assumption of current supply chain integration (SCI) research is that the results obtained from product supply chains can be directly extrapolated to service supply…
Abstract
Purpose
An implicit assumption of current supply chain integration (SCI) research is that the results obtained from product supply chains can be directly extrapolated to service supply chains. The purpose of this paper is to question this assumption of equivalence by proposing that the effects of internal integration (II) and external integration (EI) on operational performance (OP) are contingent on whether a firm operates in a product and service supply chain.
Design/methodology/approach
Drawing on the contingency theory, a model that specifies and contrasts the interrelationships between II, EI, and OP in product and service supply chains was proposed. Subsequently, measures were developed and survey data were collected from 138 product and 174 service companies in Singapore. The data were then analysed using multi-sampling analysis.
Findings
The effects of II and EI on OP varied significantly between product and service supply chains. In addition, the relationship between II and OP was found to be partially mediated by EI in product supply chains whereas a fully mediated relationship was observed in service supply chains.
Research limitations/implications
Within the context of SCI, different mediation patterns exist in product and service supply chains. The results suggest adopting a contingency rather than a universalistic approach in the management of firms’ internal and external integrative capabilities to maximise OP. Specifically, managers should adjust their II and EI efforts to achieve congruency with the type of supply chain they serve.
Originality/value
This paper tests the assumption of equivalence and extends the current scope of SCI contingency research by cross-examining the effects of II and EI on OP in both product and service supply chains simultaneously.
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Youngran Shin, Vinh Van Thai, Devinder Grewal and Yulseong Kim
As the concept of corporate sustainable management activities (CSMA) has become an increasingly important element of corporate management, much attention has been paid to its…
Abstract
Purpose
As the concept of corporate sustainable management activities (CSMA) has become an increasingly important element of corporate management, much attention has been paid to its impact on customer relationship. Although there exists many studies concentrating mainly on the environment aspect of CSMA, only a few address the three dimensions of CSMA (environmental, social and economic) and examine their comprehensive impact on relationship marketing. In an attempt to fill this gap, the purpose of this paper is to empirically investigate the influence of CSMA on customer satisfaction (CS), word of mouth intention (WOMI) and repurchase intention (RI).
Design/methodology/approach
The data come from 214 shipping industry practitioners (shippers, freight forwarders and third party logistics service providers in South Korea). Structural equation modeling (SEM) is employed to test the impact of CSMA on CS, WOMI and RI.
Findings
Based on a survey conducted in South Korea, the findings indicate that environmental and economic aspects of CSMA play a significant role in enhancing CS and the enhanced CS positively affects WOMI and RI.
Research limitations/implications
As the field data were obtained from only one industry, future replication of the findings to other industries should consider industry-specific factors, if applicable.
Practical implications
The results highlight several implications for shipping industry practitioners to consider when establishing the strategy for effective corporate sustainable management to enhance CS.
Originality/value
This study is one of the first empirical attempts to explore how CSMA affects CS in the shipping industry. In addition, this paper empirically investigates the influence of CS on WOMI and RI.
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Dung Thi My Tran, Vinh Van Thai, Truong Ton Hien Duc and Thanh-Thuy Nguyen
This research aims to examine the effect of organisational culture on supply chain collaboration and firms’ competitive advantage in the garment industry in Vietnam.
Abstract
Purpose
This research aims to examine the effect of organisational culture on supply chain collaboration and firms’ competitive advantage in the garment industry in Vietnam.
Design/methodology/approach
Underpinned by the relational view and the organisational culture theories, the conceptual framework was proposed. This study obtained data from a survey of 192 managers in garment firms in Vietnam. A structural equation modelling was employed to examine the relationship between organisational culture, supply chain collaboration and competitive advantage.
Findings
There was a significant positive relationship between organisational culture in terms of group and development types and supply chain collaboration. Besides, the results revealed a significant positive relationship between supply chain collaboration and competitive advantage in terms of cost and differentiation. Furthermore, the cost competitive advantage was also found to have a significant positive effect on differentiation competitive advantage.
Originality/value
This study is perhaps one of the first empirical attempts to examine the relationship between organisational culture, supply chain collaboration and competitive advantage in the garment industry in Vietnam. Moreover, this study extends the application of the relational view and organisational culture theories in explaining these relationships in a new research context.
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The purpose of this paper is to investigate the influences of total quality management (TQM) and supply chain integration (SCI) practices on firm performance (FP) of container…
Abstract
Purpose
The purpose of this paper is to investigate the influences of total quality management (TQM) and supply chain integration (SCI) practices on firm performance (FP) of container shipping industry in Singapore.
Design/methodology/approach
A survey was conducted with 159 container shipping companies in Singapore to examine the interrelationships between SCI and TQM practices and FP. A stepwise multiple regression analysis using SPSS version 14.0 was performed on the data.
Findings
Statistical results suggest that both TQM and SCI practices have positive effects on service quality and FP but at different extents, while TQM also contributes positively to SCI.
Research limitations/implications
The small sample is the main limitation. The findings bear important implications for further research as understanding these dimensions can help to position key changes and industry improvement that will increase revenue and reduce cost to the container shipping companies in Singapore.
Practical implications
This research provides guidelines for shipping managers on how to implement the SCI and TQM practices appropriately to boost their FP to the fullest extent.
Social implications
This study has unique implications for social sustainability especially the container shipping industry, which is hard pressed to combat the challenges within the logistics/transportation sector.
Originality/value
This is perhaps the first study that examines the influence of SCI and TQM practices on the performance of container shipping firms that helps them see beyond the silo mentality and focus on greater value addition in FP.
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Teddy Laksmana, Himanshu Shee and Vinh V. Thai
Building on the resource-based view (RBV) perspective of common resources, the objective of this paper is to empirically examine the impact of container terminals' common…
Abstract
Purpose
Building on the resource-based view (RBV) perspective of common resources, the objective of this paper is to empirically examine the impact of container terminals' common resources (i.e. government support and terminal resources) on resource bundling strategies and subsequent effect on service performance.
Design/methodology/approach
Using cross-sectional survey data collected from a sample of 216 respondents of Indonesia's container terminals, this study used structural equation modeling (SEM) to test the hypothesised relationships between common resources, resource bundling strategies and service performance.
Findings
Government support and terminal resources (personnel and physical), both as sources of common resources when bundled effectively, are found to have positive and significant effect on terminal service performance. The resource bundling strategies fully mediate the relationship between container terminals' common resources and service performance.
Practical implications
The study introduces the notion of common resources to container terminal managers in contrast to the valuable, rare, inimitable and non-substitutable (VRIN) types. It is recommended that appropriate resource bundling strategies can turn the common resources into VRIN resources that can be used to obtain desired service performance.
Originality/value
RBV theorists suggest that resources that are VRIN types can be the source of competitive advantage. However, the resources can also be common, basic and valuable, a fact that is rarely investigated in the literature. These common resources can be bundled judiciously with other pre-existing resources to create VRIN resources. This research enriches the RBV by empirically validating that VRIN resources are embedded within various common resources bundling strategies.