The Effect of Logistics Service Quality of 3PL, Companies on Supply Chain Performance through Trust

2019 ◽  
Vol 20 (4) ◽  
pp. 73-88
Author(s):  
Yong Taek Kim
Keyword(s):  
Supply Chain ◽  
Service Quality ◽  
Supply Chain Performance ◽  
Logistics Service ◽  
Logistics Service Quality

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.

How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs

2019 ◽  
Vol 50 (5) ◽  
pp. 535-555
Author(s):  
Joseph Kaswengi ◽  
Christine Lambey-Checchin
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Perceived Quality ◽  
Data Set ◽  
Content Type ◽  
Logistics Service ◽  
Grocery Retailing ◽  
Logistics Service Quality

Purpose The purpose of this paper is to focus on consumers’ behaviours in a new trend of grocery retailing, called the drive-through format. It investigates the influence of logistics service quality and product quality (freshness of the product and the product in general) on consumers’ reactions (satisfaction, average basket expenditure and shopping frequency) through the mediation of satisfaction. This work also examines whether convenience moderates the relation between perceived quality and consumer satisfaction. Design/methodology/approach This study tests these relationships with both path and structural models using a data set of grocery drive-throughs in France, gathered during 2015–2016. To confirm the validity of each construct, this paper has based and purified variables using various scales established in previous studies by conducting exploratory and confirmatory analysis. Findings Logistics service quality and perceived product are effective drivers of consumer satisfaction. As well, the results reveal a positive relationship between quality perceptions and behaviour (average basket expenditure and shopping frequency) through the mediating function of consumer (overall) satisfaction. Thus, the findings indicate that the positive effects of the interaction terms between convenience and both the perceived quality of service and the perceived quality of fresh products on satisfaction can lead to a higher purchase incidence in drive-throughs. However, the degree of consumer convenience does not alter the influence of product quality in general with regard to the formation of satisfaction in connection with drive-throughs. Originality/value Despite the growth of the drive-through format, few studies have investigated customer satisfaction within grocery retailing, nor its consequences and drivers, especially logistics service quality.

Measurement of logistics service quality of e-commerce

2020 ◽  
Vol 37 (1) ◽  
pp. 1
Author(s):  
Djalma Silva Guimaraes Junior ◽  
Carlos Henrique Michels De Sant' ◽  
N.A. anna ◽  
Eduardo José Oenning Soares ◽  
Fagner José Coutinho De Melo ◽  
...  
Keyword(s):  
Service Quality ◽  
Logistics Service ◽  
Logistics Service Quality

The Role of Technology Level and Logistics Performance on the Relationship Between Logistics Service Quality and Firm Performance

2020 ◽  
pp. 107-135
Author(s):  
Özgür Kayapınar ◽  
Fatma Lorcu
Keyword(s):  
Factor Analysis ◽  
Firm Performance ◽  
Service Quality ◽  
Logistics Service ◽  
Logistic Service ◽  
Logistics Service Quality ◽  
Technology Level ◽  
The Relationship

The main purpose of this study is to examine the relationship between logistics service quality, logistics performance, firm performance, and technology. Survey data, which was collected from 572 industrial consumers operating in Turkey by stratified sampling method, were analyzed and compared by factor analysis and SEM. According to the results of the analysis, the data indicate that the quality of logistic service affects logistic performance and firm performance positively and directly. Also, it is clear from the results that the mediation role of logistic performance and its indirect impact are important in the effect of logistic service quality on firm performance. In the effect of the quality of logistic performance on firm performance, the role of technology in moderation is understood. It is also stated that when the moderation role of technology in the logistic service quality affects firm performance, logistic performance has also the mediation role.

Logistics Service Quality of Online Shopping Websites During Covid-19 Pandemic

2021 ◽  
pp. 725-734
Author(s):  
İlayda Gezer ◽  
Hasancan Erduran ◽  
Alper Kayıhan ◽  
Burak Çetiner ◽  
Pervin Ersoy
Keyword(s):  
Service Quality ◽  
Online Shopping ◽  
Logistics Service ◽  
Logistics Service Quality

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.

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.

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