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Assessment of logistics service quality dimensions: a qualitative approach

Author

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  • Gamze Arabelen

    (Dokuz Eylül University)

  • Hasan Tolga Kaya

    (Dokuz Eylül University)

Abstract

Globalization 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.

Suggested Citation

  • Gamze Arabelen & Hasan Tolga Kaya, 2021. "Assessment of logistics service quality dimensions: a qualitative approach," Journal of Shipping and Trade, Springer, vol. 6(1), pages 1-13, December.
    • Handle: RePEc:spr:josatr:v:6:y:2021:i:1:d:10.1186_s41072-021-00095-1
    DOI: 10.1186/s41072-021-00095-1
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    References listed on IDEAS

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    1. Photis M Panayides & Meko So, 2005. "The Impact of Integrated Logistics Relationships on Third-Party Logistics Service Quality and Performance," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 7(1), pages 36-55, March.
    2. Mary M. Crossan & Marina Apaydin, 2010. "A Multi‐Dimensional Framework of Organizational Innovation: A Systematic Review of the Literature," Journal of Management Studies, Wiley Blackwell, vol. 47(6), pages 1154-1191, September.
    3. Bienstock, Carol C. & Royne, Marla B. & Sherrell, Dan & Stafford, Thomas F., 2008. "An expanded model of logistics service quality: Incorporating logistics information technology," International Journal of Production Economics, Elsevier, vol. 113(1), pages 205-222, May.
    4. Chen, Mu-Chen & Hsu, Chia-Lin & Lee, Li-Hung, 2020. "Investigating pharmaceutical logistics service quality with refined Kano's model," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
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    Cited by:

    1. Irina Dovbischuk, 2023. "Sustainability in Logistics Service Quality: Evidence from Agri-Food Supply Chain in Ukraine," Sustainability, MDPI, vol. 15(4), pages 1-12, February.

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