A study on the Effect of Third Party Logistics Service Quality and Relationship Orientation on Customer Satisfaction

2011 ◽  
Vol 26 (1) ◽  
pp. 133-151
Author(s):  
이호연 ◽  
Se-min Kwon ◽  
Gitae Yeo ◽  
정경애
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Third Party ◽  
Third Party Logistics ◽  
Logistics Service ◽  
Relationship Orientation ◽  
Logistics Service Quality

Do the Service Priorities of Companies Outsourcing to 3PL Providers Vary by Industry?

2016 ◽  
Vol 6 (1) ◽  
pp. 64-96 ◽  
Author(s):  
Ioannis Manikas ◽  
Petros Ieromonachou
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Communication Technology ◽  
Third Party ◽  
Third Party Logistics ◽  
Information Communication ◽  
Logistics Service ◽  
The Uk ◽  
Logistics Service Quality ◽  
Service Gap

This research looks into how well the priorities of third party logistics providers in the UK are aligned to that of their customers and how these priorities change dependent upon industry segment and size. Additionally, it looks into how the levels of information communication technology (ICT) employed by a supplier and their green profile could be affecting their ability to remain competitive. The research confirms previous work that a service gap exists between what clients want against what they are actually receiving. The results of this research present several key findings on logistics service quality priorities in the UK. The study demonstrates that 3PL providers in some cases are focusing on service quality areas which are not aligned to that of their customers. This could mean that currently precious capital is being invested in areas that will either do nothing to improve the service quality perception of their suppliers or worse, be invested in an area that is not significant to the client's competitive advantage.

scholarly journals The Impact of Supply Chain Collaboration in Logistic Service for Small Medium Enterprise in East Java, Indonesia

2020 ◽  
Author(s):  
Sesilya Kempa ◽  
Novia Chandra Tanuwijaya ◽  
Zeplin Jiwa Husada Tarigan
Keyword(s):  
Supply Chain ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Third Party ◽  
Supply Chain Collaboration ◽  
Logistics Service ◽  
Medium Enterprise ◽  
Logistic Service ◽  
Logistics Service Quality ◽  
The Impact

Fierce competition in the manufacturing field leads many manufacturing companies to shift their way of work. This shift was done by implementing supply chain management practices. The companies collaborate by implementing supply chain collaboration, including collaboration between Small Medium Enterprise (SMEs) and Third Party Logistic (3PL) where both parties share the benefits and risks. This study aims to examine the impact of supply chain collaboration on customer satisfaction through logistic services. The data were collected from SMEs engaged as 3PL partners in the East Java region with a total of 75 SMEs. The questionnaires were distributed on 60 SMEs in which further proceeded by 42 SMEs with a response rate of 70 %. PLS (Partial Least Square) was used to process the data with the following results: i) supply chain collaboration influenced service quality relational logistics at 0.790; ii) supply chain collaboration did not have a significant impact on operational logistics service quality; Third, relational logistics service quality had a significant impact on operational logistics service quality at 0.466 and customer satisfaction at 0.197; Fourth, operational logistics service quality had an impact of 0.600 on customer satisfaction. Keywords: customer satisfaction factor; operational logistic service quality; relational logistic service quality; third party logistic

Assessment of logistics service quality using the Kano model in a logistics-triadic relationship

2017 ◽  
Vol 28 (2) ◽  
pp. 680-698 ◽  
Author(s):  
Jea-Il Sohn ◽  
Su-Han Woo ◽  
Taek-Won Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Attributes ◽  
Third Party ◽  
Quality Model ◽  
Kano Model ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Quality ◽  
Triadic Relationship

Purpose The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context. Design/methodology/approach This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers. Findings Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.” Research limitations/implications Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad. Practical implications This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance. Originality/value This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.

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.

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