Abstract
The role of sustainability has made it a vital point to measure companies’ financial performances and sustainability practices along the overall supply chain. Logistics service providers (LSPs) are among the supply chain actors that need to consider sustainability practices to present a better sustainable service. Therefore, we studied LSPs in Egypt, as Egypt has set sustainability goals in the logistics sector to be achieved by 2030. This research proposes a new sustainable logistics service quality (SLSQ) scale through reviewing the literature on sustainable service quality (SSQ) and logistics service quality (LSQ). While additional semi-structured interviews were conducted with LSP companies in Egypt to formulate the SLSQ scale for this specific region, the Q-sorting technique was used to confirm SLSQ measurements. Hence, we present a scale to evaluate Egypt’s overall LSPs’ service quality. Our research thereby contributes to the theory by proposing a new framework that measures the SLSQ in LSP companies in emerging countries and to the practice by tying the framework to accompany Egyptian law. The results are discussed against previous literature and concluded by showing limitations and potential future research avenues.
Highlights
It has become a critical practice to measure organizational performance with an evaluation scheme covering the financial and management perspectives and the organization’s sustainability performance
We found a scarcity of the literature that synergizes the concept of sustainability in logistics and supply chain services, especially in the logistics service providers (LSPs) field
After having derived elements from the literature review and being triangulated with Egyptian law, we evaluated the elements through expert ratings via interviews to shape the new sustainable logistics service quality (SLSQ) variable for the Egyptian context
Summary
It has become a critical practice to measure organizational performance with an evaluation scheme covering the financial and management perspectives and the organization’s sustainability performance. Based on the UN SDGs, Egypt developed eight sustainable goals, which are: (1) improving the quality of life and standard of living of Egyptian citizens, (2) justice, (3) social inclusion and engagement, (4) competitive and diversified economy, (5) knowledge, (6) innovation and scientific research, (7) integrated and sustainable eco-systems, and (8) governance of state and community institutions, Egyptian peace and security, and strengthening of Egyptian leadership to be achieved by 2030 (https://mped.gov.eg/EgyptVision?lang=en, accessed on 1 February 2021) Regarding these goals, goals 4 and 7, Egypt intends to show significant logistics performance development according to current statistical data. This study proposes a new SLSQ scale to determine sustainability practices in the Egyptian market and assess the overall service processes, starting from the moment customers place an order until they receive the services.
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