Logistics Service Research Articles

Logistics Service Quality and Customer Satisfaction: Evidence from Salalah Port Oman

Objective: This study aims to explore the influence of the dimensions of service quality provided by Port of Salalah on customer satisfaction. Design/methodology/approach: The study modifies the SERVQUAL model to examine service quality dimensions in the Port setting with five dimensions namely tangibles, empathy, reliability, responsiveness and assurance (TERRA) requirements. The data were collected based on a sample of 300 Salalah Port customers from the administrators that provided logistics services in ports through a questionnaire and analyzed using SPSS. Research Findings: In the case of Port of Salalah, all five dimensions of service quality have a significant and positive impact on Salah Port customer satisfaction. Practical implications: This paper contributes to the existing literature by offering empirical findings. It highlights the important role of service quality; especially reliability in influencing customer satisfaction in this context. The results provide some useful references for port managers to improve the level of service quality and customer satisfaction as a means to strengthen competitiveness.

Analisis Gagal Antar Surat dan Paket PT Pos Indonesia (Persero) Cabang Sekejati Bandung Menggunakan Metode Fault Tree Analysis (FTA) dan Failure Mode and Effect Analysis (FMEA)

PT Pos Indonesia (Persero) is a State-Owned Enterprise (BUMN) which is active in postal and logistics services. The Postal Processing Center itself is a postal institution whose mission is to plan, organize, implement and control and is responsible for the implementation of the CPTDR process.The occurrence of delivery failures at PT Pos Indonesia (Persero) Sekejati Bandung Branch reached 4% in a period of four months, this shows that DC Sekejati Bandung has not achieved the target determined by the company, where the company itself determines the maximum percentage for delivery failures of only 2%. In the research carried out by the author, the methods used were the Fault Tree Analysis (FTA) Method and also the Failure Mode and Effect Analysis (FMEA) Method to solve the problems that occurred. Based on the results of the analysis carried out, the author found that the most frequent problems were unclear addresses and recipients changing addresses.

Promoting Consumers' Sustainable Consumption of Online Retail Cold Chain Logistics Services: Extended Applications of SOR and Cognitive-Affective-Conative Theories.

As food safety awareness rises and living standards improve, consumers have increasingly higher expectations for the efficiency and quality of cold chain logistics services. For cold chain logistics service providers, accurately understanding consumer psychology and enhancing their willingness to continue using the service-while guiding them to actively participate in green cold chain logistics practices-are necessary means to maintain competitiveness. Therefore, based on stimulus-organism-response and cognitive-affective-conative theories, this study constructs a three-stage model to explore the factors influencing consumers' continuous consumption of online retail cold chain delivery services. This study substantiates that consumers' intention to continue consuming proceeds through the following three stages: cognitive, affective, and conative. Specifically, the results indicate that consumer- and environment-oriented services significantly enhance consumer value and psychological empowerment, which further promotes their intention to continue using the service and participate in green practices. Moreover, psychological empowerment and perceived value fully and partially mediate the relationship between the two types of services and consumer sustainable consumption, respectively. These findings expand the research on cold chain consumption and deepen our understanding of how various factors influence consumer behavior.

Factors influencing employees’ job motivation: A case study of small and medium logistics enterprises in Vietnam

The purpose of this research is to explore the factors influencing employee’s work motivation in Vietnamese SMEs. In the era of globalisation, logistics industry plays an indispensable role and offers significant potential development. However, along with the undeniable development opportunities, small and medium-sized logistics enterprises specializing in providing logistics services are also facing various challenges that stem from market fluctuation, international transporter competition, and other competitive transformations in the digital age. Hence, it is an urgent matter for SMEs and logistics enterprises to attract and retain current skilled staff in order to increase organizations’ productivity and competitiveness since success of the organization depends much upon employees effort and contributions. The author collects and analyzes information from books, newspapers, reports, and publications together with other previous scientific research. These collective data act as the theoretical basis for hypothesis development, questionnaire design, and scale measurements. Based on that, the author gathers data from 332 Vietnamese logistics companies by questionnaire surveys; regression analysis is then used for relationship estimations. The article pointed out five main factors, including employees, leadership, rewards, career promotion, and working conditions that create significant influence on employees’ motivation. The author then suggests various strategies for businesses to boost and improve the motivation of workers in Vietnamese logistics SMEs.

Strategic logistics service choices for online platforms: self-operated, third-party or agency logistics?

Self-operated and third-party products in platform retailing can be delivered by self-operated or third-party physical distribution. However, how choosing the best logistics service mode represents a difficult problem for online platforms and sellers in practice. This paper analyzes the strategic logistics service mode choices for retail sales on an online platform. Equilibrium strategies are derived by solving game models considering three logistics service modes: self-operated, third-party and agency. The results show that the platform has an incentive to provide self-operated physical distribution to the seller when the distribution commission exceeds a threshold. More specifically, it achieves a win–win situation with the seller in the self-operated logistics service mode when the distribution commission falls within a moderate range. The platform is unwilling to provide any logistics services with a sufficient low distribution commission. Except in the case of high distribution commission and low self-operated distribution quality, the seller would prefer to accept the platform’s self-operated physical distribution. In addition, the third-party physical distribution company generally prefers the agency logistics service mode unless the self-operated distribution quality and commission are high.

Centralized multi-robot logistic system: An approach using the island model genetic algorithm as task scheduler

The practicality allied with technological and logistical advances led customers increasingly to join e-commerce. This phenomenon was even more expanded during the COVID-19 pandemic. Because of the growing demand for logistic services, warehouses must adapt and seek faster and more efficient processes. A means to achieve that is to use mobile robots in transportation-related tasks. However, their effectiveness is only achieved if the system has an efficient work distributor. This research developed a centralized coordination architecture using the island model genetic algorithm for multi-robot logistic task allocation. The coordination receives, allocates, and monitors tasks performed by robots with different payload capacities and average speeds. The architecture was developed upon the robotic operating system. Thus, any robot with a robotic operating system-based internal system can work under the coordination of this architecture. On the results, the task scheduler, developed in previous work, had the evaluation complemented. The scheduler based on the island model genetic algorithm allocates more tasks than the standard genetic algorithm when using the same heuristic. Regarding coordination architecture, the system successfully managed a group of robots in a simulated environment. It also detected and notified failures during task execution. Therefore, this system provides a complete task scheduling, allocation, and monitoring solution.

LOGISTICS SERVICE INFORMATION SYSTEM AUDIT USING COBIT 5 FRAMEWORK

KBN Prima Logistik is a subsidiary affiliated with PT. Kawasan Berikat Nusantara which operates in the field of logistics services. In carrying out its business processes, it has implemented an Information System in the form of using desktop-based supporting business applications (Client Server). Some of the current problems are that the applications used are not functioning optimally, IT Governance procedures are not well defined by standards, there is no IT Division in the Organizational Structure that is responsible for IT management and there is a shortage of competent human resources in the IT field. Therefore, it is necessary to measure the Maturity Level and Capability Level of IT governance. So, research was carried out using the COBIT 5 framework as an Information System Audit model. The research method goes through the stages of problem identification, literature study, and domain determination which focuses on the DSS and MEA domains. The data collection method was through interviews and distributing questionnaires filled in by 20 respondents. The research results show that the Maturity Level value in the DSS and MEA domains shows an average value of 1.94 or 194%. Capability Level is still at Level 2 (Managed Process) from the expected Target Level 3 (Established Process). This indicates that although the IT processes has been run and implemented regularly with planning and monitoring according to business process objectives, but the management is not yet optimal and not well standardized. The results of the gap assessment show that the average gap value is 1.06.

Інституціональний базис для регулювання ринку логістичних послуг в україні та її регіонах з боку держави

The transformation of the Ukrainian economy towards market relations has brought to light significant imbalances in the logistics sector. A lack of an adequate theoretical framework and a clear state policy in this area has led to several problems. These include insufficient information support of logistics processes, a limited number of large logistics operators, and a need for more research and development in logistics. These factors complicate the optimization of trade flows and reduce the competitiveness of Ukrainian enterprises, making it an urgent matter that requires immediate attention. This publication aims to provide a detailed study of the system architecture and the evolution of forms of state regulation in the logistics sector. The architecture of the state regulation system in logistics provides a structured and comprehensive approach to managing logistics processes at the state level. It includes several main components that interact to ensure the effective functioning of the logistics services market. It is necessary to implement modern approaches to the state regulation of logistics services to ensure the Ukrainian economy’s sustainable development and improve citizens’ quality of life. These approaches can potentially revolutionize the sector, bringing about significant improvements. In particular, the priority task is to create a single digital window platform that will combine all permitting procedures into a single electronic service. At the same time, the government should actively work on harmonizing Ukrainian customs legislation with European standards, which will significantly simplify customs formalities and speed up the movement of goods. Implementing these measures will help increase the competitiveness of Ukrainian businesses and attract foreign investment, paving the way for a brighter future for the Ukrainian logistics sector. It is crucial to ensure close cooperation between the state and business. Regular consultations, transparency of regulatory procedures, and flexibility of legislation are critical factors for attracting investment and stimulating innovation. Introducing special tax regimes, such as corporate tax rebates for companies investing in infrastructure development and support for start-ups and innovative companies, will help modernize the industry and increase efficiency. However, the most significant step is harmonizing Ukrainian legislation with European standards. This is not just a formality but a significant milestone that will facilitate Ukraine’s integration into the European Economic Area, opening new opportunities for the Ukrainian logistics sector and paving the way for its growth and development. Keywords: state regulation, institutionalism, institutional framework, logistics, logistics sector, logistics regulation.

Перспективы развития транспортной логистики в ЕАЭС

A special place in the development of economic relations within the EAEU is given to transport logistics, which is an integral object of attention of the state policy of the member countries. It is the development of transport logistics in the EAEU that is tasked with creating conditions for the formation of a single economic space. At the same time, in modern reality, the EAEU countries, led by the Russian Federation, face a number of obstacles to the development of the transport and logistics services market and the formation of a single space. The importance of developing transport logistics for the EAEU member countries, as well as the presence of a number of problems that impede the growth and development of the transport and logistics services market, determine the relevance of the research topic in order to analyze the actual state of logistics in the EAEU member countries.

Determinant Factors of Logistics Firm Performance Mediated by Optilog Adoption Using a Mixed Method with an Explanatory Sequential Analysis

Recently, trucking logistics service providers are focusing on adopting technology and Information Technology (IT) capability to improve performance. Hence, it is essential to investigate how the IT capability of the firm can enhance logistics performance and impact technology adoption on performance. Therefore, the research examines the determinant factors of logistics firm performance mediated by Optilog adoption. The research design is a mixed method with an explanatory sequential design using quantitative and qualitative data analysis. Quantitative data analysis uses Structural Equation Modeling (SEM), while qualitative analysis adopts in-depth interviews. The analysis population includes 41 Optilog users in the logistics firm in East Jakarta, with the experts adopting a census sampling method. For qualitative phase, the researchers also recruit four respondents holding supervisory positions or higher using Optilog for daily operations. The results show that logistics firm performance is influenced by service excellence and Optilog adoption. Additionally, perceived risk, traceability, and IT capability positively affect Optilog adoption, which mediates the effects on logistics firm performance. The results confirm the rejection of the hypothesis that Optilog adoption mediates IT capability on logistics firm performance. The thematic analysis further concludes that the system, implemented in March 2022, does not impact logistics firm performance significantly, according to the respondents. Consequently, IT departments depend on responsiveness to address users’ needs and issues since when the vendor develops the system, it faces significant constraints due to the development and maintenance costs.

EVOLUTION OF FORMS OF STATE REGULATION IN THE LOGISTICS SPHERE

The article summarizes the evolution of forms of state regulation in the logistics sphere. The architecture of the system of state regulation in logistics involves a structured and complex approach to the management of logistics processes at the state level. It includes several main components that interact to ensure the efficient functioning of the logistics services market. The study of the architecture of logistics systems makes it possible to clearly define their structure and functional relationships, which significantly affects the effectiveness of material flow management. Micrologistics, metallogistics, mesologistics, macrologistics and global logistics systems have their own peculiarities of state regulation. The global logistics system is an integrated network that ensures the efficient movement of goods at the international level, supporting sustainable development and competitiveness. State regulation of logistics in Ukraine is carried out through direct and indirect forms, each of which has its own characteristics and advantages. The balance between state control and market freedom is key to effective regulation of logistics. Direct and indirect regulation can be used together to achieve optimal results, taking into account the historical context and specific needs of the country. The implementation of digital technologies and innovations is an important element of modern state regulation of logistics services. Digitization, in particular the creation of a state logistics blockchain platform (DLBP), can significantly increase the transparency, efficiency and security of logistics operations at the national level. DLBP unites various participants in the logistics process, providing up-to-date data exchange and automation of business processes, which reduces bureaucratic barriers, reduces paperwork, optimizes routes and resources, and also contributes to reducing costs and delays. Research results indicate that the development of a scientific research base in the field of logistics can provide a scientific basis for effective supply chain management models. Investment in education and personnel training for the logistics industry is another important element of successful government regulation. The formation of a professional community that possesses modern knowledge and skills in the field of logistics will contribute to increasing the overall competitiveness of the national economy.

Towards sustainable urban logistics: Exploring the implementation of city hubs through system dynamics

The urban logistics system causes negative externalities, such as pollution, noise and congestion. This study focuses on city hubs as a concept to reduce these externalities by improving consolidation and adopting zero-emission vehicles. Our research employs system dynamics as a method to uncover the dynamics and mechanisms related to the barriers and potentials of city hub implementation in Stockholm from the perspectives of the Logistic Service Providers (LSPs), the receivers and the public sector. Moreover, a mixed method approach is used for data collection, allowing us to extract the knowledge from the real implementation case, co-create a qualitative model as a Causal Loop Diagram (CLD) with the stakeholders involved in the system, and generalise the model. The mixed method approach includes a group model-building workshop, literature review, existing city hub analysis and stakeholder interviews. The main result is a CLD, visualising the dynamics of the introduction of city hubs. The CLD explores three potential incentives and policies: (i) the receivers change address; (ii) shippers oblige LSPs to use the hubs; (iii) the public sector gives monetary incentives to LSPs. The CLD presented in this paper establishes a validated system structure for the urban logistic system and facilitates the policymakers’ understanding of the barriers to implementing city hubs and what policies could help their implementation.

Selection of third-party logistics in supply chain finance under probabilistic complex hesitant fuzzy sets and distance measures

Financial institutions attach great importance to the multiple attribute decision-making (MADM) problems of selecting an effective third-party logistics (3PL) service provider in supply chain finance. A suitable 3PL service provider can not only assist financial institutions in carrying out supply chain finance activity but can also replace financial institutions in supervising the operation of a target financing supply chain, therefore minimizing financial institutions' operating risks. However, there is no sufficient study on the selection of a 3PL service provider. Hence, the objective of this paper is to establish an innovative concept of the “probabilistic complex hesitant fuzzy set” (PCHFS), which is a hybrid structure of the complex hesitant fuzzy set and the probabilistic fuzzy set to manage complex information in real-decision theory. This paper examines the periodicity of probabilistic fuzzy information and extends the range from [0,1] to the unit disc in the complex plane to provide more ability to describe the full meaning of the information in a mathematical model. Based on the internal structure of the set and to find the degree of discrimination between the pairs of PCHFSs, the generalized distance measures and modified generalized distance measures are defined. Several properties and their relationships between them are derived in detail. Also, several cases of the proposed measures are exposed, which reduces them to the existing studies. Furthermore, based on these proposed measures, a multiple-attribute decision-making (MADM) approach is established in an uncertain environment, and several numerical examples are given to examine the feasibility and validity of the explored measures. Finally, the modified and parameterized distance measures based on PCHFSs are verified by comparing them with some existing measures.

Criteria for selecting third-party logistics service providers: Systematic Literature Review

Third-party logistics (3PL) is a strategic business partner for companies in carrying out company business activities that are outsourced or cannot be handled themselves. Mistakes in choosing a 3PL can have negative impacts on the company such as financial losses, reducing service quality, reducing customer trust, reducing the company's image, and so on. This article aims to classify third-party logistics based on current issue trends, the methods used in selecting criteria, and what criteria they produce. Using Systematic Literature Review, researchers reviewed, classified, and analyzed 56 relevant articles published in the 2020-2023 period from the Scopus database. The results of this review reveal that 3PL providers can be classified based on issue trends and company goals in selecting them, namely Traditional 3PL, Sustainable 3PL, Sustainable-resilient 3PL, Green 3PL, Gresilient 3PL, Traditional Third-Party Reverse Logistics, and Sustainable Third-Party Reverse Logistics. The priority criteria in selecting a 3PL provider are closely related to the 3PL classification, the industrial sector and business activity being outsourced, the country where the company operates, and the dimensions or attributes used in developing the criteria.

Cross-cultural exploration of determinants of e-commerce adoption: Perspectives from logistics service quality and payment driver

This study explores the overarching factors that influence e-commerce adoption across countries to understand how culture interweaves the determinants. Specifically, it examines the crucial online experiences related to logistics service quality (LSQ) and payment driver (PD). Employing a grounded theory approach, interviews were conducted with 41 respondents from Morocco. Secondary data from the US, China, and South Korea were utilised for comparative analysis. The results indicate greater diversity in PD determinants compared to those in LSQ across these countries. This empirical study provides insight into designing effective e-commerce experiences for emerging markets with diverse cultural backgrounds.

Logistics Services, E-payment Systems, and After-sales Support Integration: Basis for Strategic Framework for Enhancing Cross-border E-commerce

In the context of a globalized economy and digital age, cross-border e-commerce has become essential to international trade. This doctoral thesis examines the impact of logistics services, e-payment systems, and after-sales support on cross-border e-commerce success. The study explores global trends and challenges, assessing factors like tracking, delivery speed, security, payment convenience, and customer support. By analyzing these elements' effects on consumer satisfaction and efficiency, the research provides strategies for improvement. The findings aim to guide cross-border e-commerce enterprises in enhancing competitiveness, consumer trust, and sustainable development, offering valuable academic insights into management practices.

Multilevel determinants of antiretroviral therapy initiation and retention in the test-and-treat era of Nepal: a qualitative study

BackgroundThe transition to the “test-and-treat” policy in Nepal in 2017, coupled with the rapid initiation of antiretroviral therapy (ART) in 2020, necessitates an in-depth understanding of factors influencing ART initiation and retention. This study investigates these factors from the perspectives of healthcare providers, families/communities, and people living with HIV (PLHIV).MethodsEmploying a qualitative design, in-depth interviews were conducted with 24 ART clients and 26 healthcare providers across different provinces of Nepal. A comprehensive interview guide facilitated the exploration of experiences and perceptions. Interviews were transcribed verbatim, and thematic analysis was applied to distill key insights. Guided by a socio-ecological model, interviews were analyzed to identify the barriers and facilitators to ART initiation and continuation at the individual, family/community, and health system levels.ResultsFacilitators and barriers were identified at three levels. Individual-level facilitators included fear of death, perceived health benefits, knowledge about HIV/ART, confidentiality, and financial support. Barriers encompassed concerns about lifelong medication, side effects, denial of HIV status, fear of disclosure, and financial constraints. At the family/community level, support from family and community health workers facilitated ART adherence, while social stigma and discrimination posed barriers. The health system’s role was dual; the provision of free treatment, a client tracking system and a robust drug supply chain were facilitators, whereas logistical challenges and service accessibility during the COVID-19 pandemic were notable barriers.ConclusionsThis study highlights the various factors that influence ART initiation and retention in Nepal during the test-and-treat era. Tailored interventions should focus on increasing awareness about HIV and ART, strengthening healthcare systems, ensuring availability of medications, and providing accessible treatment during service disruptions. Furthermore, these interventions should encourage supportive environments at the individual, community, and healthcare system levels. Taking this holistic approach is essential for effectively implementing ART and achieving long-term health outcomes in light of changing public health policies.

Collaborative optimization for scheduling manufacturing tasks and transport vehicles considering manufacturer’s time availability in cloud manufacturing

ABSTRACT As an advanced networked intelligent manufacturing model, cloud manufacturing (CMfg) effectively integrates available resources by strengthening the connection among various manufacturers to solve complex manufacturing problems. Due to the geographical dispersion of manufacturers and the cooperativity nature of the manufacturing process, logistic impacts are non-negligible in scheduling. This paper focuses on the collaborative scheduling of manufacturing and transportation services. To make full use of the manufacturer’s capacity without affecting his benefit, local tasks are scheduled with higher priority on a manufacturer while the service time for CMfg tasks is assumed to be fragmented and represented as a set of available time windows. Based on these considerations, a collaborative optimization model for CMfg on task and vehicle scheduling with manufacturing service windows is established, in which the completion time of all CMfg orders and the total idle traveling time of vehicles are minimized to ensure the efficiency of both manufacturing and logistic service. A dual-loop variable neighborhood search algorithm is designed to solve the problem. Comprehensive experiments are conducted, showing improvements of 2.41% to 29.57% in objective and fewer vehicles needed compared with some existing methods, which validate the efficacy of the proposed model and method.

Analisa Penyebab Short Cargo terhadap Muatan Soda Ash pada Pelabuhan Java Intergrated Industrial and Port Estate (JIIPE)

Indonesia is a country located in a strategic area, this makes the shipping sector in Indonesia a very important means of transportation and carrier in the world of international trade and transportation, making loading and unloading services mostly carried out in Indonesia. Therefore, the author conducted research to find out the process of unloading soda ash cargo at JIIPE Port and to find out the causes of short cargo occurring in soda ash cargo at JIIPE Port. This research was carried out with the aim of finding out the process of unloading soda ash at JIIPE port, then to find out the causes of short cargo in the performance of soda ash unloading at JIIPE port. In conducting this research the author used qualitative research methods with techniques in the form of conducting observations, interviews with the staff concerned, and carrying out documentation. From the results of observations, interviews and documentation of findings that the author obtained when conducting research, namely that there was a leak of soda ash cargo in the unloading equipment during soda ash unloading activities at JIIPE port which caused the soda ash cargo to become short cargo from the predetermined manifest. By implementing correct operational standards and using appropriate tools, it is hoped that the process of unloading soda ash can be improved and can minimize short cargo incidents when unloading soda ash. It is hoped that the results of this research will provide insight for loading and unloading companies to reduce losses due to short cargo and can also optimize logistics services at the Java Integrated Industrial and Port Estate port.

Implications of changing the base raw material – the case of license plate manufacturing

ABSTRACT License plates to uniquely identify vehicles mainly use aluminum as the base material. Currently, there is no distinction of different use cases of license plates, such as short-time usage for test drive and transportation purposes that do not need such long-lasting materials not only from cost but also from sustainability perspectives. This paper presents a methodology to select the best material for different use cases under the holistic consideration of specifically defined criteria as to material properties, sustainability aspects, and supply chain implications. We show that there are several candidate materials for different use cases that stick out by changing the importance of these numerous criteria. In addition, the paper delves deeper into the sustainability aspect by means of a comprehensive System Dynamics model. We show that a scenario in which the company picks up used license plates by relying on a logistics service provider to get them delivered to an external recycling service provider yields the best results.