Limitations of the Study and Future Research Directions

Involved in monitoring and supervising the journey will help businesses grasp the progress, time and location of vehicles and goods, thereby improving the efficiency of freight forwarding and transportation and the accuracy in controlling goods, transactions and exchanges through the electronic data system will increase the accuracy of information, the flow of information is transmitted faster and smoother, combining these factors through the good use of information technology in a system will help businesses facilitate management. Effective use of the internet system in the field of freight forwarding, this is a tool that freight forwarding companies around the world are aiming for as an indispensable tool in the freight forwarding activities of each business.

5.3.3 Recommendations on resource composition

Third, the resource component also has a significant impact on customer satisfaction with a Beta coefficient of 0.184, so businesses can also enhance the resource component to improve customer satisfaction.

Step by step improve and upgrade the enterprise's infrastructure, promote the application of information technology in production, business and management, and quickly deploy specialized software to monitor and supervise goods as well as progress in the chain of transportation and delivery activities. Invest in, upgrade and expand the warehouse system, loading and unloading equipment, specialized vehicles and other technical support services, take the initiative in repairing and maintaining equipment, improve the ability to operate and exploit effectively the equipment and warehouse system, build the best backup plans to best serve customers, establish distribution centers and provide advice on transportation and delivery to best serve customers.

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5.3.4 Doubts about process components

The fourth conclusion is that businesses also need to improve the process components to increase customer satisfaction. (1) improve professional expertise through training programs in many forms as well as inviting experienced experts to train within the business, build criteria and programs to periodically evaluate professional expertise, recruit and have appropriate policies for individuals and organizations that have positive contributions to the development of the business.

(2) Regularly train employees on communication skills and customer service attitudes, build a business philosophy and corporate culture so that everyone is self-aware and improves; improve the ability to understand customer needs through customer relationship management, encourage customer feedback to gradually improve processes and have measures to serve customers better and better; build a system to answer questions and resolve customer complaints.

The above analysis results partly help managers of freight forwarding services have more basis to consider and improve factors related to customer satisfaction. In the context that businesses cannot focus on all factors at the same time, this is the basis to decide which component to pay attention to first, which component later in each specific stage to bring the highest customer satisfaction with the same resources.

Thus, from the research results, each component of service quality has a separate impact, the level and influence of these components vary depending on the environmental characteristics of each area, each specific stage, each different target and object. Therefore, freight forwarding service providers can use this as a basis to select the main components that need to focus on investment and development in each area, each stage,

Each specific goal and strategy with limited resources is not enough to develop all components at the same time. In addition, the study also confirmed the positive correlation between the components of freight forwarding service quality and customer satisfaction.

5.4 LIMITATIONS OF THE TOPIC AND FURTHER RESEARCH DIRECTIONS

In addition to the contributions as presented, the research topic "The impact of service quality factors on customer satisfaction at international freight forwarding companies in Ho Chi Minh City" still has certain limitations.

Firstly, the study was only conducted with companies in Ho Chi Minh City, where there are many companies providing freight forwarding services. If the survey were conducted on a larger market, the results of the study would be more general. Therefore, future studies should be repeated in different markets to increase the generalizability of the study.

Second, due to limited resources, the study only selected samples by convenience method (non-probability sampling) to collect data for analysis, so the representativeness of the sample is not high, not representative of the whole population. Therefore, subsequent studies should select samples by probability to increase the representativeness of the sample and increase the generalizability of the study.

Third, the suitability of the resulting model is not high, which proves that the study has ignored some factors affecting customer satisfaction such as service usage habits, stability in choosing service providers... and the regression result has an adjusted R2 of 0.56, proving that the suitability of the model is only 56% (the model only explains 56% of the change in SA), meaning that 44% of the model is explained by variables other than the model.

research model. The next research direction should be to further explore the theoretical basis to add other factors beyond the model that have not been mentioned in this study.

Finally, it would be incomplete if the study only considered the influencing factors including 4 components in the model, there may be many other factors contributing to the process of influencing customer satisfaction that have been overlooked. This is also a research direction for the next topics.

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