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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.
Highlights
Globalization and growing supply chain networks have been pushing logistics service providers to focus on the provided logistics practices
Multiple cited sources in initially selected studies which fit to standards 9 of the study methods, Logistics service quality (LSQ) dimensions, service quality measurement models, approach of the studies
Systematic literature review findings have been used to identify the first design of the LSQ dimensions and later discussed in semi-structured interviews
Summary
Globalization and growing supply chain networks have been pushing logistics service providers to focus on the provided logistics practices. Service types offered by logistics service providers have increased quickly. Importance of logistics services has been increased universally; service quality has become an Arabelen and Kaya J. shipp. (2021) 6:14 important driver for LSPs. The importance of logistics services is known by practitioners and academics. Significance and interest in Logistics service quality (LSQ) have been increasing. The concept of LSQ is important for customers and LSPs (Mentzer et al 1999; Thai 2013). High level of LSQ increases logistics providers’ competitive advantage among compelling business environments (Wang and Hu 2016). Good service quality offered to customers generates customer satisfaction as well as customer loyalty for the service provider (Franceschini and Rafele 2000; Davis and Mentzer 2006; Baki et al 2009)
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