scholarly journals The effect of quality management on the service quality and business success of logistics service providers

2010 ◽  
Vol 27 (2) ◽  
pp. 185-200 ◽  
Author(s):  
Wolfgang Kersten ◽  
Jan Koch
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Service Providers ◽  
Business Success ◽  
Logistics Service ◽  
Logistics Service Providers

Sustainable Service Quality Management by Logistics Service Providers: An Indian Perspective

2018 ◽  
Vol 19 (3_suppl) ◽  
pp. S130-S150 ◽  
Author(s):  
Anchal Gupta ◽  
Rajesh K. Singh ◽  
P. K. Suri
Keyword(s):  
Supply Chain ◽  
Quality Management ◽  
Service Quality ◽  
Service Providers ◽  
Quality Analysis ◽  
Quality Of Services ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Service Quality Management

Due to advancement of technology and globalization, the organizations are giving more importance to the supply chain integration, taking support from logistics service providers (LSPs) and practice several initiatives in direction of sustainability. The assets, processes and performance capabilities of LSPs can be used as an indicator to comprehend and evaluate effective and sustainable service quality management. In this article, there is an attempt to understand and analyse all important components required by LSPs to serve their customers with best quality of services. A comprehensive framework is proposed for evaluating the services of logistics providers. The services are evaluated on the basis of LSPs assets, processes, service quality attributes and sustainable performance parameters. A case study on Indian logistics service provider is taken to support the proposed framework in a real scenario. The assets and processes in context to given case organization are discussed in detail. The service quality index is also evaluated for estimating the quality of services of firm by taking inputs from their customers. After discussing service quality analysis, the performance analysis is done along with SWOT Analysis. Findings of the study will help professionals in developing appropriate strategies for effective and sustainable supply chain management.

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

Prioritizing Critical Success Factors for Sustainable Service Quality Management by Logistics Service Providers

2018 ◽  
Vol 22 (3) ◽  
pp. 295-305 ◽  
Author(s):  
Anchal Gupta ◽  
Rajesh Kumar Singh ◽  
Pradeep Kumar Suri
Keyword(s):  
Service Quality ◽  
Critical Success Factors ◽  
Success Factors ◽  
Service Providers ◽  
Fuzzy Topsis ◽  
Logistics Service ◽  
Critical Success ◽  
Logistics Service Providers ◽  
Topsis Approach ◽  
Integrated Logistics

In the era of globalization, the scope of logistics service providers (LSPs) is expected to grow exponentially in India. In order to sustain and grow, LSPs need to provide quality services to the organizations. The objective of this article is to identify the important critical success factors (CSFs) for LSPs to deliver sustainable service quality and to rate the importance of identified CSFs by using fuzzy TOPSIS methodology. Twelve CSFs were identified from the literature review. The experts were asked to provide inputs, and rate each of these 12 factors in terms of their importance. Further, a fuzzy TOPSIS approach was applied for prioritizing CSFs. The findings of the study show that the top four prioritized factors among all the 12 factors are committed management and workforce, understanding and analysis of customer needs, service quality and reliability, and integrated logistics management. The study will enable the LSPs to understand the expectations from shippers in order to provide sustainable service quality. The research will also help LSPs to identify the factors on which they have to work to fulfil market requirements.

scholarly journals Measurement of Customer Perceptions of Logistics Service Quality

2021 ◽  
Vol 22 (1) ◽  
pp. 43-56
Author(s):  
Babatunde Enitan Ogunnowo ◽  
Salami Suberu Sule
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Third Party ◽  
Service Users ◽  
Performance Factors ◽  
Customer Perceptions ◽  
Satisfaction Index ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Zone Of Tolerance

Currently, logistics service providers experience a high increase in activity. It makes logistics service providers compete with each other in service quality. To be able to compete, logistics service providers need to measure customer perceptions on logistics service satisfaction. The results of measuring customer perceptions can be used to improve the quality of logistics services. This study attempted to measure customer perceptions of third-party logistics (3PL) service users by considering competitor performance factors. This study integrated the Customer Satisfaction Index (CSI) method and the Competitive Zone of Tolerance based Importance Performance Analysis (CZIPA) method to measure customer perceptions and determine the priority attributes for improvement account competitors' performance factors. Based on the research, the CSI method was proven to measure customer perceptions of 3PL service users. CZIPA can determine the attributes that were prioritized for improvement based on the performance of competitors.

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 Convergence of logistics planning and execution in outsourcing

2015 ◽  
Vol 9 (1) ◽  
Author(s):  
Angela A. D’amato ◽  
Sipho Kgoed ◽  
Grant Swanepoel ◽  
Jacobus Walters ◽  
Adri Drotskie ◽  
...  
Keyword(s):  
Service Providers ◽  
Business Success ◽  
Logistics Service ◽  
Potential Value ◽  
Logistics Company ◽  
Logistics Service Providers ◽  
Planning Function ◽  
Successful Business ◽  
The Impact ◽  
Practical Impact

Background: Logistics service providers (LSPs) are becoming increasingly involved in their clients’ businesses. Beyond just providing vehicles and buildings, LSPs are now becoming involved with knowledge-related work that is connected to the traditional services provided.Objectives: To investigate the likelihood and potential value of LSPs extending their range of services to their clients by means of a convergence of planning and execution activities.Method: In the research through a literature review and empirical study presented here, attention is given to the practical impact that convergence planning and execution functions have on business success, as well as how selected clients of an LSP (referred to in this article as logistics company A or LCA) perceive the impact of increased integration of LCA within its businesses. The results should assist LCA and other LSPs considering the same objective to ascertain the opportunities and key requirements associated with a strategy to converge planning and execution activities for their clients.Results: The study found that the vast majority of respondents see value in the convergence of planning and execution activities.Conclusion: Such convergence will be challenging, owing to the importance of the planning function for clients, as well as key collaborative and measurement requirements that will have to be put in place for successful business integration.

Managing operations by a logistics company for sustainable service quality: Indian perspective

2020 ◽  
Vol 31 (5) ◽  
pp. 1309-1327 ◽  
Author(s):  
Anchal Gupta ◽  
Rajesh Kumar Singh
Keyword(s):  
Service Quality ◽  
Quality Index ◽  
Management Practices ◽  
Service Providers ◽  
Case Analysis ◽  
Sustainable Practices ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Operational Excellence

PurposeThe purpose of this paper is to understand how logistics service providers manage their operations for sustainable service quality and operational excellence. This study is also trying to propose a framework for measuring service quality index along with some research propositions for analyzing service quality and operational excellence.Design/methodology/approachThe detailed case analysis on sustainable practices of Indian logistics service providers (LSPs) has been done on the basis of case study approach suggested by Eisenhardt (1989). After this case analysis, service quality index is evaluated for the given company based on Cleveland et al. (1989) framework. The SWOT and performance analysis of the case organization has been also done, which is further followed by development of framework and propositions for analyzing service quality and operational excellence for LSPs.FindingsIt can be observed from in-depth case analysis that LSPs are making use of green practices to conserve resources for long-term sustainability. LSPs optimize their resources and use sustainable practices in the form of use of reusable and recyclable packaging materials, rain water harvesting, use of solar panels, innovations such as trucking cube, safety concern toward goods and contribution toward environment and society.Practical implicationsResources optimization and green management practices are essential for LSPs for benchmarking environmental performance and for improving service quality and operational excellence.Originality/valueThis study has tried to analyze green logistics practices for sustainable service quality and proposed a framework for quantifying sustainability.

scholarly journals Toward a Multi-Sided Model of Service Quality for Logistics Service Providers

2020 ◽  
Vol 10 (4) ◽  
pp. 79
Author(s):  
Philipp Wetzel ◽  
Erik Hofmann
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Quality Model ◽  
Business Context ◽  
Study Approach ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Business To Consumer ◽  
Business To Business

The aim of this research was to identify quality discrepancies in the existing service offerings of logistics service providers (LSPs). A multi-sided model of service quality (SERVQUAL) highlighting existing gaps in service provision was developed. A qualitative case study approach was employed, and the data were analyzed via a pattern-matching technique. The contribution to the literature is twofold. First, the study transferred the original service quality model developed in the 1980s from a business-to-consumer context to a business-to-business context that is specific to LSPs. Second, the results provide a means of closing the identified service quality gaps arising in an LSP context. Two internal gaps were found: non-homogeneous expectations between the sales and operations departments, and a communication and knowledge gap between these two entities. The three external gaps between LSPs and customers are a loyalty and corporate brand image gap, an innovation and information technology gap and an information asymmetry gap.

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.

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