Logistics service quality: conceptual model and empirical evidence

Vinh Van THAI

119 citations0/0 files storedInternational Journal of Logistics Research and Applications

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Customer Service Quality and Loyalty Quality and Supply Management Outsourcing and Supply Chain Management

Abstract

There has been very little research done in logistics service on how its quality is defined and attributed. In this paper, we aim to explore the definition of the concept of quality in logistics service and its associated dimensions by constructing a conceptual model and test it empirically. A survey was conducted in Singapore with 2333 logistics service providers and customers from Singapore Logistics Association and Singapore's National Shipper Council. A total of 171 questionnaires including 86 from logistics service providers and 85 customers were returned. After the process of exploratory factor analysis followed by confirmatory factor analysis, we found that the revised model of five factors and 20 items of logistics service quality (LSQ) is valid and reliable to measure the quality of logistics service. It was also indicated from the study that the quality of customer focus is deemed the most critical to enhance the perceived LSQ.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1989Structural Equations with Latent Variables 1991Structural Equations with Latent Variables.1984A Service Quality Model and its Marketing Implications 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 2018Journal of Business Logistics 2000Customer satisfaction with services: putting perceived value into the equation 2001Logistics Service Quality as a Segment-Customized Process

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