scholarly journals Assessment of logistics service quality dimensions: a qualitative approach

2021 ◽  
Vol 6 (1) ◽  
Author(s):  
Gamze Arabelen ◽  
Hasan Tolga Kaya
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Systematic Literature Review ◽  
Management Practices ◽  
Measurement Model ◽  
Structured Interviews ◽  
Measurement Models ◽  
Logistics Service ◽  
Logistics Services ◽  
Logistics Service Quality

AbstractGlobalization and complex supply chain networks have been affecting Logistics Services Providers’ (LSPs) service delivery and service expectations. Logistics Service Quality (LSQ) is becoming a more important aspect for LSPs and logistics service customers. In recent years, there has been an increase in the studies on service quality in logistics. Researchers have been trying to identify aspects of LSQ and its dimensions in order to create a measurement model that could be used in overall logistics services. However, there is still neither a unified nor agreed LSQ measurement model in the literature and researchers have been debating continuously on the proposed models. This paper targets to investigate and suggest LSQ measurement dimensions obtained from previous studies by analyzing the findings within a systematic approach and improving the findings with semi-structured interviews. In this study, systematic literature analysis has been conducted to research papers published in selected academic databases with specific keyword and keyword cluster searches to identify the related articles published within a specified period. Papers have been selected in accordance with the predefined criteria. As a result, a total of 59 articles have been determined for the search criteria and the findings obtained were analyzed. Most frequently used research trends and methods on service quality in logistics have been identified. In addition, the most frequently used LSQ dimensions and factors have been reviewed. Moreover, the most frequently used service quality approaches and measurement models have been analyzed. The results received from systematic literature review have been composed and dimensions have been identified. Semi-structured interviews with LSPs and customers of LSPs in Germany-based companies have been conducted to strengthen the findings gained from systematic literature review. 5 LSQ dimensions and 24 factors have been formed with the help of semi-structured interviews. This paper represents the basis for further research for empirical studies and can be used as a guideline for quality management practices in logistics applications and transport.

scholarly journals IDENTIFICATION OF SECTORAL LOGISTICS SERVICE QUALITY GAPS BY APPLYING SERVQUAL METHOD

Transport ◽  
2020 ◽  
Vol 35 (4) ◽  
pp. 419-434
Author(s):  
Ieva Meidutė-Kavaliauskienė ◽  
Virgilija Vasilienė-Vasiliauskienė ◽  
Aidas Vasilis Vasiliauskas
Keyword(s):  
Service Quality ◽  
Competitive Edge ◽  
Logistics Service ◽  
Logistics Services ◽  
Different Types ◽  
Business Entities ◽  
The Right ◽  
Logistics Service Quality ◽  
The Impact

Today, simply delivering a product to the right place at the right time is no longer enough. Customers demand more; they demand the full suite of logistics services. Customers thus seek higher-value and additional services, and more, which enable them to compete. Thus, the problem underlying analysis is customers’ growing dissatisfaction with existing services and their quality. Quality of service no longer gives business entities a competitive edge. It is vital for companies to have different activities, to operate in different branches of the economy, and to work with different types of goods. However, despite these differences, they all want to obtain maximum satisfaction from logistics services. With this in mind, the purpose of this article is to present a study examining the impact of logistics service quality on the satisfaction of companies working with different categories of goods Results indicated that different logistics service users do not have the same requirements for logistics service quality. Moreover, it was proved that SERVQUAL method is suitable for identification of sectoral value gaps, which can be applied in practice assuring competitive advantage.

Exploring the service quality in the e-commerce context: a triadic view

2016 ◽  
Vol 116 (3) ◽  
pp. 388-415 ◽  
Author(s):  
Yong Lin ◽  
Jing Luo ◽  
Shuqin Cai ◽  
Shihua Ma ◽  
Ke Rong
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Services ◽  
Quality Framework ◽  
Logistics Service Quality ◽  
Customer Satisfaction And Loyalty

Purpose – The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain. Design/methodology/approach – A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses. Findings – The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services. Research limitations/implications – The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results. Practical implications – The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce. Originality/value – A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.

An Exploratory Study of Logistics Service Quality Model

2006 ◽  
Vol 532-533 ◽  
pp. 1052-1055 ◽  
Author(s):  
Bing Zheng ◽  
Yi Xiong Feng ◽  
Jian Rong Tan ◽  
Jun Hua Che
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Cultural Influences ◽  
Quality Model ◽  
Logistics Service ◽  
Accuracy Order ◽  
Logistics Services ◽  
Service Offering ◽  
Business Customers ◽  
Logistics Service Quality

While logistics services have become a significant source of competitive differentiation between firms, significant challenges exist relative to developing logistics service offerings for the business customers. As a service offering, logistics services are also subject to cultural influences that exist in trade. In this article, we argue that logistics service quality (LSQ) components comprise personnel contact quality, information quality, ordering procedures, order accuracy, order condition, order discrepancy handling, order quality, convenience, agility and timeliness in context of China. This paper presents a hypothesize model of LSQ as a process.

Systematic Literature Review on Smart Mobility: A Framework for Future “Quantitative” Developments

2021 ◽  
pp. 088541222199424
Author(s):  
Mauro Francini ◽  
Lucia Chieffallo ◽  
Annunziata Palermo ◽  
Maria Francesca Viapiana
Keyword(s):  
Cluster Analysis ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Performance Indicators ◽  
State Of The Art ◽  
Measurement Model ◽  
Broader Impacts ◽  
Research Goal ◽  
Smart Mobility ◽  
Definition Of

This work aims to reorganize theoretical and empirical research on smart mobility through the systematic literature review approach. The research goal is to reach an extended and shared definition of smart mobility using the cluster analysis. The article provides a summary of the state of the art that can have broader impacts in determining new angles for approaching research. In particular, the results will be a reference for future quantitative developments for the authors who are working on the construction of a territorial measurement model of the smartness degree, helping them in identifying performance indicators consistent with the definition proposed.

scholarly journals Logistics service quality: a new way to loyalty

2008 ◽  
Vol 108 (5) ◽  
pp. 650-668 ◽  
Author(s):  
Irene Gil Saura ◽  
David Servera Francés ◽  
Gloria Berenguer Contrí ◽  
María Fuentes Blasco
Keyword(s):  
Service Quality ◽  
Logistics Service ◽  
Logistics Service Quality
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