scholarly journals The effect of humanitarian logistics service quality to customer loyalty using Kansei engineering: Evidence from Indonesian logistics service providers

2020 ◽  
Vol 7 (1) ◽  
pp. 1826718
Author(s):  
Ilyas Masudin ◽  
Nika Tampi Safitri ◽  
Dian Palupi Restuputri ◽  
Rahmad Wisnu Wardana ◽  
Ikhlasul Amallynda
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Humanitarian Logistics ◽  
Kansei Engineering ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Logistics Service Quality

Halal logistics service quality: conceptual model and empirical evidence

2018 ◽  
Vol 120 (11) ◽  
pp. 2599-2614 ◽  
Author(s):  
Suhaiza Zailani ◽  
Shima Jafarzadeh ◽  
Mohammad Iranmanesh ◽  
Davoud Nikbin ◽  
Nur Izatul Irani Selim
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Relevant Literature ◽  
Quality Model ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Food And Beverage ◽  
Halal Food ◽  
Logistics Service Quality

PurposeThe purpose of this paper is to devise and test a model of halal logistic service quality.Design/methodology/approachTo develop the halal logistics service quality model, the relevant literature was reviewed and a qualitative study was carried out on halal logistics service providers and their customers. A survey of 253 halal food and beverage firms in Malaysia was conducted, and based on the results, a model was developed and tested empirically.FindingsBased on the literature review, interviews, pretest and empirical study, a valid and reliable measurement instrument for halal logistics service quality was developed.Practical implicationsThe findings can help managers of halal logistics service providers to understand the criteria that halal food and beverage firms are considered to judge the quality of halal logistics services.Originality/valueThis study makes a valuable contribution by proposing a halal logistics service quality model.

scholarly journals Developing a Sustainable Logistics Service Quality Scale for Logistics Service Providers in Egypt

Logistics ◽  
2021 ◽  
Vol 5 (2) ◽  
pp. 21
Author(s):  
Ahmed Hussein Ali ◽  
Ani Melkonyan ◽  
Bernd Noche ◽  
Tim Gruchmann
Keyword(s):  
Supply Chain ◽  
Service Quality ◽  
Service Providers ◽  
Future Research ◽  
Logistics Service ◽  
Sustainable Logistics ◽  
Logistics Service Providers ◽  
Sorting Technique ◽  
Sustainability Practices ◽  
Logistics Service Quality

The role of sustainability has made it a vital point to measure companies’ financial performances and sustainability practices along the overall supply chain. Logistics service providers (LSPs) are among the supply chain actors that need to consider sustainability practices to present a better sustainable service. Therefore, we studied LSPs in Egypt, as Egypt has set sustainability goals in the logistics sector to be achieved by 2030. This research proposes a new sustainable logistics service quality (SLSQ) scale through reviewing the literature on sustainable service quality (SSQ) and logistics service quality (LSQ). While additional semi-structured interviews were conducted with LSP companies in Egypt to formulate the SLSQ scale for this specific region, the Q-sorting technique was used to confirm SLSQ measurements. Hence, we present a scale to evaluate Egypt’s overall LSPs’ service quality. Our research thereby contributes to the theory by proposing a new framework that measures the SLSQ in LSP companies in emerging countries and to the practice by tying the framework to accompany Egyptian law. The results are discussed against previous literature and concluded by showing limitations and potential future research avenues.

A GAP ANALYSIS IN SERVICE QUALITY OF THAI LOGISTICS SERVICE PROVIDERS

2013 ◽  
Author(s):  
Chatwadee Tansakul ◽  
◽  
Jirachai Buddhakulsomsiri ◽  
Thananya Wasusri ◽  
Papusson Chaiwat ◽  
...  
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Service Providers ◽  
Logistics Service ◽  
Logistics Service Providers

Logistics service providers’ engagement in disaster relief initiatives

2017 ◽  
Vol 9 (3/4) ◽  
pp. 269-291 ◽  
Author(s):  
Alessandra Cozzolino ◽  
Ewa Wankowicz ◽  
Enrico Massaroni
Keyword(s):  
Service Providers ◽  
Disaster Relief ◽  
Humanitarian Logistics ◽  
Content Type ◽  
Logistics Service ◽  
Disaster Relief Operations ◽  
Logistics Service Providers ◽  
Logistics Services ◽  
Relief Operations ◽  
Humanitarian Supply Chain

Purpose The purpose of this paper is to explore the contribution of logistics service providers’ (LSPs) initiatives to disaster relief and how LSPs are engaged with humanitarian sector. In recent years, the importance of logistics services in disaster relief operations and the capacity of LSPs to improve humanitarian supply chain management have become an increasingly interesting topic for both professionals and academics. Design/methodology/approach This research follows a qualitative approach based on multiple case studies. Findings The current research, after considering the differences and similarities among collaboration, cooperation and coordination and underlining how crucial these mechanisms are in the humanitarian context, explains the contribution of LSPs to relief operations alongside humanitarians. Research limitations/implications There has been increased interest in humanitarian logistics on the part of international academic and professional communities. This study constitutes a first exploratory step in the research to build a platform for benchmarking analysis of logistics services that aims to ensure the effective implementation of social responsibility principles. Practical implications The managerial implications arising from the research offer a range of current responsible actions from which strategic and operative directions to contribute can be derived. Originality/value Humanitarian logistics represents a crucial field in logistics management. This paper addresses the innovative socially responsible initiatives undertaken by the main international LSPs in the area of humanitarian logistics.

Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach

2020 ◽  
Vol 33 (1) ◽  
pp. 125-140 ◽  
Author(s):  
Barbara Gaudenzi ◽  
Ilenia Confente ◽  
Ivan Russo
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Providers ◽  
Qualitative Comparative Analysis ◽  
Content Type ◽  
Logistics Service ◽  
B2b Relationships ◽  
Logistics Service Quality

PurposeThis study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold: (1) to investigate how business customers perceive the LSQ dimensions in business-to-business (B2B) relationships, with a particular focus on the role of logistics service providers and (2) to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction.Design/methodology/approachData collected through a survey of a sample of Italian food companies are analysed using a qualitative comparative analysis approach. The analysis explores ways of achieving customer satisfaction through different combinations of LSQ dimensions and not only via a “single recipe,” as in most symmetrical methods.FindingsThe study describes how seven dimensions of LSQ lead to achieve customer satisfaction, particularly highlighting and discussing how the different LSQ constructs lead to gain high customer satisfaction via different configurations. This approach is unique in identifying not only linear relationships among variables as traditional statistical methods do, via a configurational approach.Research limitations/implicationsMost academic studies in the related literature investigate service quality from a quality management and a supply chain management perspective. This study fills the existing gap in the analysis of B2B relationships, focusing on the role of third-party logistics (3PL) service providers.Practical implicationsThe study presents useful implications for practitioners, describing several ways in which 3PL service providers can combine LSQ dimensions to perform a continuous improvement of customer experience and to gain higher levels of customer satisfaction.Originality/valueThis study fills the existing gap in the analysis of B2B relationships, using the lens of quality management and supply chain management perspectives, and focusing on the role of 3PL service providers.

Outsourcing in humanitarian logistics – status quo and future directions

2020 ◽  
Vol 50 (4) ◽  
pp. 403-438 ◽  
Author(s):  
Timo Gossler ◽  
Tina Wakolbinger ◽  
Christian Burkart
Keyword(s):  
Conceptual Framework ◽  
Delphi Study ◽  
Service Providers ◽  
Humanitarian Logistics ◽  
Future Research ◽  
Research Gaps ◽  
Content Type ◽  
Five Dimensions ◽  
Logistics Service ◽  
Logistics Service Providers

PurposeOutsourcing of logistics has great importance in disaster relief. Aid agencies spend several billion US dollars every year on logistics services. However, the concept of outsourcing has not been established adequately in literature on humanitarian logistics, leading to a fragmented view of the practice. This paper provides a holistic perspective of the concept by constructing a conceptual framework to analyze both practice and research of outsourcing in humanitarian operations. Based on this analysis, we explore future trends and identify research gaps.Design/methodology/approachThe paper is based on a structured review of academic literature, a two-round Delphi study with 31 experts from aid agencies and a complementary full-day focus group with twelve experts from aid agencies and logistics service providers.FindingsThe paper systemizes the current practice of outsourcing in humanitarian logistics according to a conceptual framework of five dimensions: subject, object, partner, design and context. In addition, it reveals ten probable developments of the practice over the next years. Finally, it describes eight important research gaps and presents a research agenda for the field.Research limitations/implicationsThe literature review considered peer-reviewed academic papers. Practitioner papers could provide additional insights into the practice. Moreover, the Delphi study focused on the perspective of aid agencies. Capturing the views of logistics service providers in more detail would be a valuable addition.Originality/valueThe paper establishes the academic basis for the important practice of outsourcing in humanitarian logistics. It highlights essential research gaps and, thereby, opens up the field for future research.

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