This research has four specific objectives: (1) identifying factors that affect customer satisfaction with less than container load (LCL) cargo services of logistics companies in HoChiMinh City (HCMC), (2) measuring the level of impact of the factors, (3) testing the difference in satisfaction among groups of customers with different characteristics in terms of type of business and time of using LCL cargo services, and (4) proposing some management implications to improve the quality of LCL cargo services. Researchers interviewed 210 customers who enjoyed the LCL cargo service in HCMC for at least the last six months, using the convenient sampling method. SPSS 20 was used to analyze the reliability of the scale through the Cronbach’s alpha coefficient, then exploratory factor analysis and multiple linear regression analysis were used. The results identified the six factors that influence positively customer satisfaction of LCL cargo services of logistics companies in HCMC, by decreasing importance: service process, image, resource, price, management, and outcomes. The results show that there is no difference in customer satisfaction with LCL cargo services by types of business as well as time of using services. The research suggests some implications for the management of logistics companies in HCMC to enhance customer satisfaction.

Abstract
1. Introduction
2. Literature Review
    2.1. Service Quality and Customer Satisfaction
    2.2. Logistics Service Quality and CustomerSatisfaction
    2.3. Proposed Research Model and Hypotheses
3. Methodology
4. Results and Discussion
    4.1. Sample Description Statistics
    4.2. Testing Scale Reliability
    4.3. Exploratory Factor Analysis (EFA)
    4.4. Correlation Analysis
    4.5. Multiple Regression Analysis
    4.6. Regression Assumption Testing
    4.7. Difference Testing
    4.8. Testing the Hypotheses
5. Recommendations and Conclusion
    5.1. Management Implications
    5.2. Conclusions
    5.3. Limitations and Suggestions for FurtherStudies
References

• Ha Nam Khanh GIAO(Faculty of Air Transport, Vietnam Aviation Academy) Corresponding Author
• Nguyen Thi Anh THY(Department of Accounting and Finance, Vietnam Aviation Academy)
• Bui Nhat VUONG(Faculty of Air Transport, Vietnam Aviation Academy)
• Tran Ngoc TU(Faculty of Business Administration, Saigon University)
• Pham Quang VINH(Department of Facilities Administration, Saigon University)
• Le Thi Phuong LIEN(Foreign Languages - Informatics Center, University of Banking)