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

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.

Measuring Performance of Logistics Outsourcing Services

2013 ◽  
pp. 344-358
Author(s):  
Harlina Suzana Jaafar ◽  
Mohammed Rafiq
Keyword(s):  
Organizational Performance ◽  
Process Model ◽  
Service Providers ◽  
Logistics Outsourcing ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Logistics Services ◽  
Great Pressure ◽  
The Uk

As the business competition is becoming more intense, there has been a great pressure to the logistics service providers to demonstrate its contribution to the organizational performance. Consequently, there has been a tendency of studies focusing at measuring the logistics service performance within various perspectives. This chapter provides a review on several significant studies that measures the performance of logistics services followed by presenting an empirical study on measuring logistics performance as perceived by the customers in the UK context. The empirical results confirms the relationships and consequent effects of LSQ-satisfaction, relationship quality, and customer loyalty-by providing a process model that shows the process of how customers would stay loyal in the logistics outsourcing business relationships by using exit intention as the output variable. The model in this study can greatly assist the logistics outsourcing companies in measuring the performance of their services. It helps the logistics companies understand how their customers measure the quality of their relationship experiences in receiving the logistics services provided by the logistics companies.

Patient Satisfaction with the Healthcare Service Quality: An Empirical Investigation at Malaysian Public Hospitals by Utilizing SERVQUAL-Gap Analysis

2021 ◽  
Vol 12 (3) ◽  
pp. 734-740
Author(s):  
Wan Salmuni Wan Mustaffa Et.al
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Healthcare Service ◽  
Gap Analysis ◽  
Service Providers ◽  
Service Industries ◽  
Public Hospitals ◽  
Healthcare Sector ◽  
Healthcare Industry

The healthcare industry is among the most rapidly growing service industries in the world economy. In recent years, the government of Malaysia has taken various initiative to increase funding for the healthcare sector to improve the quality of life amongst citizens. However, the continuing complaints regarding patients’ dissatisfaction towards the quality of healthcare services lead to a huge challenge to the service providers. Thus, the main objective of this research is to measure patient satisfaction with healthcare service quality. The selected Malaysian public hospitals were involved in this research. A questionnaire was used as a research instrument distributed to the patient's experienced service delivery at Malaysian public hospitals. The convenience sampling technique was employed to gather the data. Data collected were analyzed using SERVQUAL-gap analysis. The descriptive results revealed that the patients were only moderately satisfied with healthcare service quality rendered byMalaysian public hospitals. Based on the SERVQUAL-gap analysis results, the empathy dimension showed the lowest mean value. This indicates that service quality offered by Malaysian public hospitals still needs improvement in terms of the level of caring and needs as well as individualized attention that the hospital needs to provide to their patients. This research benefits the managerial in the healthcare industry to deliver excellent service experience to the patients by considering the relevant indicators of service evaluation.

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.

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.

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