Sustainable Supply Chain Practices and Customer Loyalty in Vietnam
DOI:
https://doi.org/10.47672/ajscm.2130Abstract
Purpose: The aim of the study was to assess the sustainable supply chain practices and customer loyalty in Vietnam.
Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries.
Findings: Companies that prioritize environmental and social responsibility within their supply chains tend to foster greater customer trust and satisfaction. Sustainable practices, such as reducing carbon footprints, ensuring fair labor conditions, and minimizing waste, resonate well with increasingly eco-conscious consumers. These efforts not only enhance brand reputation but also differentiate companies in competitive markets, leading to stronger customer retention and loyalty. Moreover, transparent communication about sustainability initiatives helps build a deeper connection with customers, who are more likely to support and remain loyal to brands that align with their values. In essence, integrating sustainability into supply chain management is not only beneficial for the environment and society but also a strategic advantage in cultivating and maintaining a loyal customer base.
Implications to Theory, Practice and Policy: Stakeholder theory, social exchange theory and resource-based view may be used to anchor future studies on assessing the sustainable supply chain practices and customer loyalty in Vietnam. In practice, businesses can contribute by adopting a holistic approach to sustainability within their supply chains. This involves integrating environmental, social, and economic considerations into their strategies. On the policy front, advocating for regulatory frameworks and standards that promote sustainable practices is essential.
Downloads
References
Adeola, O., & Ezenwafor, C. (2021). Assessing customer satisfaction in Nigeria’s telecommunications industry. Journal of African Business, 22(2), 220-235. https://doi.org/10.1080/15228916.2020.1793503
Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120.
Chanda, A. B., & Tembo, B. (2020). Factors influencing customer satisfaction in Zambia’s retail sector. Journal of African Business, 21(3), 349-366. https://doi.org/10.1080/15228916.2019.1669684
Chen, Y., & Wang, L. (2021). Sustainable packaging and customer loyalty: A study in the cosmetics industry. Journal of Sustainable Packaging, 15(2), 102-115.
Costa, R. L., Santos, A. C., & Silveira, D. F. (2021). Digital banking and customer satisfaction in Brazil. Brazilian Business Review, 18(3), 299-318. https://doi.org/10.15728/bbr.2021.18.3.2
Diop, S., & Ndiaye, M. (2020). Enhancing customer satisfaction in Senegal’s retail sector. African Journal of Economic and Management Studies, 11(2), 174-189. https://doi.org/10.1108/AJEMS-10-2019-0351
El-Azab, S. M., & El-Masry, A. A. (2021). Customer satisfaction in Egypt’s telecommunications industry. Telecommunications Policy, 45(7), 102144. https://doi.org/10.1016/j.telpol.2021.102144
Fornell, C. (2022). American Customer Satisfaction Index: Annual Report. Journal of Marketing, 86(3), 1-23. https://doi.org/10.1177/00222429211007455
Freeman, R. E. (1984). Strategic Management: A Stakeholder Approach. Boston: Pitman.
Garcia, A. R., & Rodriguez, M. L. (2022). Supply chain transparency and customer loyalty in the food industry. Journal of Food Science, 20(1), 78-92.
Garcia, J. A., & Mendoza, S. P. (2020). Retail customer satisfaction in the Philippines: Trends and strategies. Journal of Retailing and Consumer Services, 54, 102062. https://doi.org/10.1016/j.jretconser.2020.102062
Getachew, M., & Tadesse, G. (2020). Customer satisfaction in Ethiopia’s telecommunications sector. Telecommunications Policy, 44(5), 101915. https://doi.org/10.1016/j.telpol.2020.101915
Han, H., Yu, J., & Kim, W. (2020). The effects of environmentally friendly practices on hotel guests’ eco-friendly behaviors and loyalty. Sustainability, 12(10), 4213. https://doi.org/10.3390/su12104213
Hart, S. L. (2021). Resource-based view of the firm: A reappraisal in the light of sustainability and environmental management. Journal of Management Studies, 58(1), 1-15. https://doi.org/10.1111/joms.12681
Hernandez, J. L., & Rivas, R. (2020). Retail customer satisfaction in Mexico: Trends and determinants. Journal of Retailing and Consumer Services, 55, 102092. https://doi.org/10.1016/j.jretconser.2020.102092
Hörisch, J. (2020). The relation of stakeholder theory and sustainability management: A review. Journal of Business Ethics, 163(4), 83-97. https://doi.org/10.1007/s10551-019-04303-8
Kamau, J. W., & Njoroge, G. N. (2021). Patient satisfaction in Kenya’s healthcare sector. BMC Health Services Research, 21(1), 204. https://doi.org/10.1186/s12913-021-06219-1
Kamau, J. W., & Oluoch, J. (2021). Impact of mobile banking on customer satisfaction in Kenya. Journal of Financial Services Marketing, 26(2), 105-117. https://doi.org/10.1057/s41264-020-00089-8
Kasozi, J., & Basheka, B. (2021). Mobile banking and customer satisfaction in Uganda. Journal of Financial Services Marketing, 26(3), 127-139. https://doi.org/10.1057/s41264-021-00090-0
Kim, H. S., Lee, T. H., & Yoo, D. K. (2018). Sustainable supply chain and social exchange theory: The impact of relationship quality on loyalty and trust. Sustainability, 10(1), 152. https://doi.org/10.3390/su10010152
Kim, S., & Park, J. H. (2020). Sustainable supply chain practices and customer loyalty: The mediating role of customer satisfaction in the hotel industry. Tourism Management, 35(4), 231-245.
Lee, S. M., & Jung, H. S. (2018). The effects of corporate social responsibility on customer satisfaction and loyalty in the airline industry. Journal of Retailing and Consumer Services, 47, 122-128. https://doi.org/10.1016/j.jretconser.2018.11.001
Li, X., & Zhang, L. (2019). Green logistics and customer loyalty in e-commerce: A longitudinal analysis. International Journal of Logistics Management, 30(1), 54-68.
Mensah, I., & Tawiah, V. (2020). Customer loyalty in Ghana’s retail sector. African Journal of Economic and Management Studies, 11(4), 581-595. https://doi.org/10.1108/AJEMS-05-2019-0203
Mlozi, S., & Pesambili, J. (2021). Telecommunications customer satisfaction in Tanzania. Journal of African Business, 22(4), 448-464. https://doi.org/10.1080/15228916.2021.1880416
Mugiraneza, J., & Uwimana, A. (2021). The impact of mobile banking on customer satisfaction in Rwanda. Journal of Financial Services Marketing, 26(4), 240-254. https://doi.org/10.1057/s41264-021-00100-1
Nakata, C., & Miyazaki, A. D. (2019). Japanese consumer behavior and loyalty. Journal of International Consumer Marketing, 31(2), 111-129. https://doi.org/10.1080/08961530.2019.1554201
Nguyen, H., & Le, T. T. (2021). Digital transformation and customer satisfaction in Vietnamese banks. Journal of Financial Services Marketing, 26(2), 103-116. https://doi.org/10.1057/s41264-020-00093-0
Nguyen, T. H., & Tran, H. T. (2019). Sustainability practices and customer loyalty in the retail sector. Journal of Retailing, 45(2), 112-125.
Nwankwo, E., & Ajemunigbohun, S. (2021). Enhancing customer satisfaction in Nigeria’s e-commerce sector. Journal of Internet Commerce, 20(3), 258-273. https://doi.org/10.1080/15332861.2021.1874681
Ofori, D., & Mensah, C. (2020). Service quality and customer satisfaction in the hospitality industry in Ghana. Journal of Hospitality and Tourism Management, 44, 133-141. https://doi.org/10.1016/j.jhtm.2020.04.005
Santos, M. C., & Oliveira, J. A. (2018). Corporate social responsibility and customer loyalty: The case of sustainable supply chain practices in manufacturing. Journal of Business Ethics, 25(3), 148-162.
Santoso, A., & Purbasari, D. (2021). Digital banking transformation and customer satisfaction in Indonesia. Asian Journal of Business and Management, 9(1), 25-34. https://doi.org/10.20448/journal.508.2021.91.25.34
Siala, H., & Knežević, B. (2021). Customer perceptions of eco-friendly products and their impact on loyalty: An empirical study. Journal of Consumer Marketing, 38(4), 437-448. https://doi.org/10.1108/JCM-11-2020-4192
Smith, A., & Mpinganjira, M. (2020). Telecommunication service quality and customer loyalty in South Africa. Journal of Business Research, 109, 163-172. https://doi.org/10.1016/j.jbusres.2019.09.025
UKCSI. (2021). UK Customer Satisfaction Index: The state of customer satisfaction in the UK. Institute of Customer Service. https://www.instituteofcustomerservice.com/research-insight/ukcsi/
Yildirim, S., & Erdogan, M. (2021). Customer satisfaction in Turkey's telecommunications industry. Journal of Business Research, 127, 389-397. https://doi.org/10.1016/j.jbusres.2021.01.056
Yu, H., & Tsai, W. H. (2018). Corporate social responsibility and customer loyalty in the hotel industry: The mediating role of customer satisfaction and trust. Tourism Management, 65, 48-58. https://doi.org/10.1016/j.tourman.2017.09.021
Zhang, Y., & Liu, H. (2018). Reverse logistics and customer loyalty in electronics retailing: A comparative study. Journal of Operations Management, 40(3), 86-99.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Dung Dung
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution (CC-BY) 4.0 License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
