Logistics Service Quality Research Articles

Impact of Green Logistics Performance on China’s Export Trade to Regional Comprehensive Economic Partnership Countries

Based on the logistics performance index proposed by the World Bank, this study uses the entropy method to construct the green logistics performance index and empirically analyzes the impact of the green logistics performance of Regional Comprehensive Economic Partnership (RCEP) countries on China’s export trade using the expanded trade gravity model. The results show that the green logistics performance of RCEP countries can significantly promote China’s export trade to RCEP countries, and various measures to improve green logistics performance have different impacts on China’s export trade. The order of influence degree is the efficiency of a customs clearance procedure, the convenience of arranging freight with a competitive price, the timeliness of cargo transportation, the ability and quality of logistics service, and the intensity of CO2 and N2O emission. To promote China’s export trade, we should give full play to the functions of the customs of various countries and improve the efficiency of regulatory procedures. The regression results reveal that GLPI has a significant and positive impact on export trade RCEP countries, as indicated by the coefficient value of 2.887 at a 1% level of significance. The component factors of GLPI also positively and significantly influence the export trade, but carbon emissions and nitrogen emissions proved to be negative. This study establish with RCEP countries, promote the layout of logistics transport routes among RCEP members, and enhance the popularity of green logistics services; Give full play to the positive role of regional economic organizations and mechanisms, and promote green logistics cooperation between RCEP member countries with high and low GLPI; Through logistics planning, logistics policy and advanced low-carbon logistics technology, promote sustainable development of green logistics.

Organization of international rail transportation

In the conditions of the development of railway transport within international transport corridors and the increase in the volume of cargo transportation, the issue of ensuring a sufficient level of transportation safety is an important task. The intensification of the transportation process with significant wear and tear of fixed assets actualizes the development and implementation of methods to increase the safety of railway transportation of dangerous goods, as well as technological and organizational measures aimed at reducing the risks of emergency situations with them. The article uses methods of analysis and theories of the organization of operational work of railways. The regulatory framework for the organization of transportation of dangerous goods by railways is characterized. The main indicators of the transportation of dangerous goods in the modern conditions of railway transport were studied. The detailed structure of factors influencing the conditions for operation of stations during the transportation of dangerous goods was developed, and measures were proposed to improve the technology of operation of the railway network stations in order to increase the level of transportation safety. The authors detailed the peculiarities of the railway stations functioning during the organization of transportation of dangerous goods. Taking into account the specified factors for the implementation of the proposed measures will allow increasing the level of safety of the processing of dangerous goods at railway stations. The article examines the role of railway transport in Ukraine. The transport conditions of the railway delivery of goods and the international railway tariffs received for the carriage of goods were analyzed. The procedure for transporting goods in transit through the territory of third countries in a direct railway connection has been established. This article defines the documentation of railway transportation. The procedure for calculating freight charges and payments for cargo transportation has been considered. The study of this topic makes it possible to improve all the main indicators of the operation of the station and the railway, to improve the quality of logistics service for customers and the transportation of goods by railway transport. Keywords: international railway transportation, the Statute of Railways of Ukraine, COTIF, railway tariffs, freight payments.

Analysis of Logistics 4.0 service quality and its sustainability enabler scenarios in emerging economy

The main purpose of this study is to identify the Logistics 4.0 service quality (L4.0SQ) criteria and to investigate the effectiveness of emerging technologies as sustainability and value-creating enablers on improving the quality of logistics services. In this regard, first, according to the literature review and using the opinion of industrial and academic experts, the criteria for measuring the logistics 4.0 services quality were classified into two groups: Competitive Lever and Social Value Creator. So that nine criteria were in the Competitive Lever group and five criteria were in the Social Value Creator group. Then, using the Group Grey BWM method, the importance of each of the extracted criteria was determined. In the next step, based on the selected criteria, the impact of each of the sustainability enablers on the logistics 4.0 services quality in the form of different scenarios using Improved Grey Relational Analysis (IGRA) was investigated. The findings show that among the sustainability enablers studied, artificial intelligence (S8), advanced robotics (S4), blockchain (S7) and additive manufacturing (S3) as the most important enablers in the Logistics 4.0 service quality. The results of this study provide a good guide for companies and managers to measure and improve the quality of logistics 4.0 services quality to address the challenges of traditional supply chain and logistics. It also enables companies to create more flexibility and agility in their processes to respond more quickly to customers and market needs.

The effect of customer satisfaction on parcel delivery operations using autonomous vehicles: An agent-based simulation study

The quality of Third-Party Logistics (3PL) services represented by delivery time decides the outcome of customer satisfaction. The result of this satisfaction judges the type of Word of Mouth (WoM) that, if positive, plays a vital role in attracting non-customers who are willing in 3PL services to join as customers.In this paper, we investigate the effect of an essential factor represented by Word of Mouth on the number of customers in 3PL companies. Therefore, an agent-based model for parcel delivery is developed to investigate the impact of social factors such as WoM and other operational factors, including vehicle number and speed, on customer number and satisfaction, average service time, and vehicle utilization.As a methodology, state charts of Vehicle, Customer, Hub agents are developed to mimic the messaging protocols between these agents under the WoM concept. A case study based in 3PL in Jordan is used as a test bench of the developed model. A sensitivity analysis study is conducted to test the developed model's performance, including different levels of influential model parameters such as targeting non-customers parameters by Loyal/Unhappy customers.Key results reveal that the best scenario is achieved when the WoM value equals 10, the vehicle number equals 30, and the vehicle speed equals 60 km/h. These model parameters result in higher customer numbers of 873, vehicle utilization equals 63%, and customer satisfaction equals 99%. Video of our proposed model showing it in action can be found at: https://www.youtube.com/watch?v=3rR4l130-QU.

Modified-Kansei engineering for the quality of logistics services during the Covid-19 pandemic: Evidence from Indonesia

This study modifies Kansei engineering by measuring the effect of customer emotional satisfaction from the services provided by logistics service providers on customer loyalty during the Covid-19 pandemic. Kansei engineering modification in this study uses EFA (exploratory factor analysis) analysis in the ServQual dimensions, then CFA (Confirmatory Factor Analysis) is taken to examine the relationship between variables. The object of distributing the questionnaire is 298 respondents who have experience using the services of Indonesian logistics providers. The EFA results on the ServQual dimensions show three new variables besides Kansei’s words: customer satisfaction, commitment, and loyalty. The CFA findings also show that during the Covid-19 pandemic, customer commitment affects customer loyalty. In addition, customer commitment mediates customer satisfaction and customer loyalty. Lastly, customer satisfaction significantly affects customer loyalty.

Digital analytics approach to understanding short video advertising in digital marketing

ABSTRACT This study relied on datasets from global B2C and C2C to investigate the relationship between short video advertising (SV), customer satisfaction, price, quality signals, and sales in digital marketing. Using the web-scraping mining technique, the results from over twenty-three thousand online shops indicate that logistics service quality overrides the relevance of location in digital marketing. SV directly impacts sales and increases the shops’ dynamic scores, including quality of service and customer satisfaction. We identified actual online data to justify why SV adoption is essential in digital marketing and recommend logistic service quality and price fairness to improve sales in e-commerce.

Nexuses Between Energy Efficiency, Renewable Energy Consumption, Foreign Direct Investment, Energy Consumption, Global Trade, Logistics and Manufacturing Industries of Emerging Economies: In the Era of COVID-19 Pandemic

This study aims to find the nexuses among energy efficiency, renewable energy consumption, foreign direct investment, logistics industry, manufacturing industry and global trade during the COVID-19 pandemic and their impact on global supply chains in exporting nations of the world. The data for this study has been extracted from the World Development Indicators and Statista 2021 for 13 years ranging from 2007-to 2020 for nine top exporting countries. The fixed effect panel estimation technique was implied to examine and analyze the data. The results of our study revealed that highly risky diseases significantly impact supply chain operations globally. Global supply chains, logistics and manufacturing industries significantly influence global trade operations. Our results implicate that the overall international trade and logistics can be enhanced by improving the manufacturing and logistics industries by coping with the risk of pandemic diseases. Moreover, by utilizing cost-effective, renewable and efficient energy resources companies address sustainability issues of global trade and operations. By exerting further attention to the proficiency of the levies approval process, competence and quality of logistics services, and ease of assembling competitively priced shipments, the governments can significantly enhance the export from the logistics industry. Also, increasing manufacturing and agricultural value-added healthier consequences might be acquired in global supply chain operations from the manufacturing industry.

Relationship between logistics service quality and customer loyalty of a cross-border e-commerce platform through the mediating effect of satisfaction and trust

본 연구는 크로스보더 전자상거래 플랫폼의 물류서비스 품질이 고객만족, 고객신뢰, 고객충성도에 어떠한 영향을 미치는지 분석하기 위해 물류서비스 품질요인(경제성, 적시성, 융통성, 안전성, 응답성), 고객만족, 고객신뢰, 고객충성도로 연구모형과 연구가설을 구성하여 실증분석을 실행하였다. 분석결과로는 첫째, 물류서비스 품질은 고객만족과 고객신뢰를 매개로 고객충성도에 영향을 미치는 것으로 분석되었다. 둘째, 연구대상자의 개인특성별, 사용실태별로 구분해 물류서비스 품질과 고객만족 및 고객신뢰와의 관계를 분석하고 이들 그룹 간 차이점을 비교분석하여 그 차별성을 확인하였다. 그러므로 고객충성도를 높이기 위해서는 물류서비스 품질을 높여 고객만족과 고객신뢰를 견인하여야 하는 것이 선결과제이며, 고객만족과 고객신뢰를 높이기 위해서는 성별, 소득별, 구매금액별, 거래기간별, 주 구매상품별, 주거래 기업별 등 소비자특성에 따라 다양한 차별화된 서비스를 제공하는 것이 효과적일 것이다.

The Role of Information Technology in the Effect of Innovation Capability on Logistics Service Quality

Purpose –In the current intense competitive environment, companies continuously need to increase their performance and adapt their activities to the developing and changing environment in order to survive. The concepts of quality, technology and innovation are among the most prominent issues in this competitive environment. At this point, information technologies integrated into the business, innovation activities and logistics services that develop along with these activities are important issues that have been recently emphasized. Accordingly, this study aims to reveal the role of information technology use in supply chain innovation and logistics service quality.Design/Methodology/Approach-More than 326 questionnaires were distributed to Turkey's leading logistics companies and companies with logistics departments. The companies operating in logistics sector and the employees working in the logistics departments of companies operating in the production and service sector constitute the sample of the study. 144 valid questionnaires were reached. 80% of the respondents are mid-level and 20% are senior managers. The data obtained by the survey method were analyzed using the structural equation model.Findings –According to the results, it has been determined that information technologies have a mediator effect between innovation capability in the supply chain and logistics service quality.Discussion–Findings obtained at the end of the research are consistent with the other studies in the literature. This research has important managerial implications. The results of this research have revealed the role of information technologies in the efficient use of innovation capacity for companies operating in logistics sector. Information technologies play a key role in the relationship between innovation and logistics service quality.

Assessing the impact of sustainable logistics service quality on relationship quality: Survey-based evidence in Egypt

Logistics services support customer-relationship building in the supply chain and help the buying companies establish and maintain a sustainable competitive advantage. To empirically quantify the effect, we introduce the Sustainable Logistics Service Quality (SLSQ) scale and measure the impact of SLSQ on customer satisfaction and relationship quality in the Egyptian market. Our quantitative research builds on 421 responses collected from small and medium-sized enterprises in Egypt. The identified relationships are tested using maximum likelihood structural equation modeling (ML-SEM) and mediation analysis. The results show that customer satisfaction with SLSQ indeed positively affects single relationship quality second-order dimensions. We further tested the indirect relationships between customer satisfaction, dependence, trust, and commitment confirming the important mediating roles of dependence and trust for relationship quality building. While the study contributes to a better understanding of the underlying mechanisms to build relationship quality, it additionally provides recommendations to increase the performance of LSPs in emerging countries such as Egypt. Finally, the results are discussed against previous literature and concluded by showing limitations and potential future research avenues.

The perception of the farmer on dairy cooperative feed mill logistics service using customer satisfaction index (CSI) and importance-performance analysis (IPA)

A good logistics service performance in the dairy feed mill increases farmer benefits and reduces negative environmental effect. Therefore, this study aims to measure the effectiveness of logistics services quality in dairy cooperative feed mill using the customer satisfaction index (CSI) method and important performance analysis (IPA) to enhance performance quality in achieving sustainable business processes. This was conducted in Lembang Districts, West Java, Indonesia, with 150 farmer members of the cooperative as respondents. Then, a total of 100 questionnaires that is suitable with the analysis criteria were used. The CSI method was used to determine farmers’ perception of the logistics service performance and the IPA was adopted for selecting the attributes that need improvement. The result showed a CSI value of 71.05%, which falls under the satisfied category and the IPA diagram showed that the responding rate toward farmers’ demand and employees’ willingness to help was in quadrant II. Conclusively, the logistics service in the cooperative is effective to fulfil farmer needs. Furthermore, some attributes in quadrant II are useful recommendations for improving the logistics service quality.

Effect of E-commerce Return Logistics Service Quality on Trust Relationship Formation and Customer Loyalty

Purpose This study is meaningful in providing strategic implications for improving the return logistics service quality of e-commerce companies by empirically analyzing the effect of return logistics service quality on the relationship between companies and customers. Design/Methodology/Approach A survey was collected from customers used return logistics service after purchasing a product using an e-commerce platform and verified with a structural equation model using Smart PLS 3.0. Findings Five factors of return logistics service quality were derived: reliability, timeliness, responsiveness, convenience, and economy, and it was confirmed that return logistics service quality has a significant effect on customer trust. It was confirmed that customer trust plays a role as a parameter mediating repurchase intention and word of mouth intention. Research Implications The result that economic efficiency has a significant effect on customer trust shows that it is important to designate a reasonable cost for customers. In other words, it was found that e-commerce companies can prevent customer when they provide a return logistics service by specifying the exact payment subject according reason.

The Influencing Factors on Impulse Buying Behavior of Consumers under the Mode of Hunger Marketing in Live Commerce

The sustainability of live commerce is closely dependent on the impulse buying behavior of consumers because of its live characters compared to the traditional e-commerce mode. Hunger marketing is a widely adopted mode in live commerce, however, the influencing factors on impulse buying behavior of consumers under the mode of hunger marketing in live commerce is currently lacking. Here, based on SOR theory, we carefully studied how external stimulus variables (anchor characteristics, online comments, logistics service quality, promotion incentive information, and promotional time limit) affected consumers’ impulse buying behavior under the inner mechanism reaction factors (perceived trust and perceived value). By collecting questionnaires from 533 Chinese online consumers, we processed these data using SPSS23.0 and analyzed them using the structural equation model (SEM) generated by AMOS 25.0. The results showed that extrinsic stimulus variables (except for the promotional time limit variable) have significant positive effects on impulse buying behavior through partial or total positive effects on intrinsic mechanisms. We analyzed the reasons for all these results in detail, and thought the reason that the promotional time limit did not have a significant impact on the perceived value might be due to the rapid increase in the frequency of live commerce. Moreover, we also put forward the suggestions on the basis of these influencing factors to improve the sustainable development of live commerce.

The Relationship Among Logistic Service Quality, Unlimited improvement and Business Performance: A Research on Libyan Air Cargo Company

The Relationship Among Logistic Service Quality, Unlimited improvement and Business Performance: A Research on Libyan Air Cargo Company

Innovation-oriented dynamic capabilities of logistics service providers, dynamic resilience and firm performance during the COVID-19 pandemic

PurposeThe purpose of this paper is to use a theoretical framework to investigate the relationships between different innovation-oriented dynamic capabilities, dynamic resilience and firm performance among logistics service providers (LSPs) and in-house logistics departments of industrial companies during the coronavirus disease 2019 (COVID-19) pandemic.Design/methodology/approachThe conceptual theoretical framework relies on the dynamic capabilities framework (DCF) and the relational view (RV), which are rooted in the resource-based view (RBV). It is hypothesized that the dynamic capability to innovate reinforces the dynamic capability to adapt and to recover in highly dynamic and vulnerable environments during the pandemic. This allows LSPs to successfully create new services and respond to the changing market circumstances in terms of logistics service quality (LSQ) and firm performance. Data were collected from 83 LSPs and 30 in-house logistics departments via an online survey. The study determined the general strength and direction of the relationships between latent variables. A correlation analysis was utilized to establish statistical significance of the results.FindingsIn this study, a range of innovation-oriented capabilities for achieving more dynamic resilience were bundled in a conceptual framework and were found to be statistically significant for LSQ and firm performance. They are the capability to distribute new knowledge, to train employees effectively, to develop cross-functional collaboration within the firm, to develop inter-firm relationships with business partners on a long-term basis as well as to learn from rivals, and to pursue a win-win relationship with them.Research limitations/implicationsThe results of the study do not imply that the identified capabilities are the only ones relevant to increasing dynamic resilience during the pandemic. In October 2020, the COVID-19 pandemic was at different stages in different countries, so that the level to which firms were affected varied, and although the data were collected during one month only, due to the high dynamics of the pandemic, data were collected during different stages of disruptions, even among respondents in the same country. This study was set in the context of COVID-19, and it could not be proved whether the conceptual framework is generalizable to other crises or particular industries, but it would be worthwhile to examine this in the future. Finally, it was not tested whether LSQ mediates the relationship between innovative capabilities and firm performance during the pandemic.Practical implicationsThe results help managers with regard to their strategic and operational decisions in relation with COVID-19. These findings are useful for executives and logistics managers to improve these capabilities to gain a competitive advantage during pandemic and to find their strengths and weaknesses to develop critical capabilities for situations with a high turbulence and dynamic in their environment, and therefore provide a path for improvement.Originality/valueThis paper operationalizes a multi-theoretical conceptual framework in the context of logistics management (LM) and supply chain management (SCM). This conceptual framework was empirically tested.

Perceived Satisfaction of Public Health Facilities’ with the Quality of Logistics Service Provided by Pharmaceutical Fund and Supply Agency Bahirdar Hub, Northwest Ethiopia: Descriptive Study

Aim: This study aimed to investigate the satisfaction of public health facilities in the quality of logistics services received from the Pharmaceutical Fund and Supply Agency Bahirdar hub. Methodology: A descriptive research design has been used for assessing satisfaction. The data collection was carried out from 28 April/20, 2019 to – 20 June/2019. All hospitals in the study area were selected purposively and simple random sampling with a lottery method was used to pick health centers from the sampling frame. A total of 64 participants were selected for data collection. Epidata software and SPSS version 20 were used for data entry and analysis, respectively. Frequency distribution, arithmetic means, and percentages were calculated. Result: All questionaries were successfully filled and returned. It discovered that 41(64.1%) of respondents were neither satisfied nor dissatisfied, while 19(29.7%) considered themselves as ‘satisfied’ with the overall quality of the logistics services they received. Besides, 3(4.7%) of the respondents said they were ‘dissatisfied’ with the service and 1(1.6%) was highly dissatisfied with the service. From all dimensions, the condition of pharmaceutical delivery and product availability received the highest (3.749) and the lowest mean score (2.885), respectively. Conclusion: The overall perceived satisfaction of public health facilities with the quality of logistics service given by the Pharmaceutical Fund and Supply Agency Bahirdar hub was in the middle of the continuum, with the mean score close to the 5-Likert scale midpoint.

Uticaj kvaliteta logističkih usluga na zadovoljstvo korisnika u Srbiji

The research was created as an attempt to discover the role of service quality in user satisfaction with the aim of a faster and more efficient response of logistics companies to their changing needs. In particular, before the research, the question was asked whether it is possible to predict their satisfaction on the basis of users' attitudes regarding the perceived quality of logistics services. In the research, a convenient sample of 234 respondents was used, which included users who used the services of freight forwarding companies from Serbia in recent years. The regression analysis technique was used to process the collected responses of respondents. The research results confirm a significant positive correlation between the quality of logistics services and customer satisfaction. The quality of logistics services is identified as a significant predictor of user satisfaction in Serbia. It was also shown that the greatest impact on user satisfaction is achieved by responsibility as an indicator of service quality according to the SERVPERF model. Other characteristics of service quality - reliability and tangible elements show medium, while security and empathy show less significant positive correlation with user satisfaction.

Analysis of Logistics Service Quality and Customer Satisfaction during COVID-19 Pandemic in Saudi Arabia

Logistics companies' success is inextricably linked to the quality of their services, particularly when dealing with customer issues. Nowadays, social media is the first place that users turn to in order to express their thoughts on services or to communicate with customer service representatives to resolve problems. Businesses can retrieve and analyze these data to gain a better understanding of the factors that affect their operations, both positively and negatively. During the COVID-19 pandemic, we conducted a sentiment analysis to assess customer satisfaction with logistics services in Saudi Arabia's private and public sectors. Using a lexicon-based approach, 67,124 tweets were collected and classified as positive, negative, or neutral. A support vector machine (SVM) model was used for classification, with an average accuracy of 82%. Following that, we conducted a thematic analysis of negative opinions in order to identify the factors that influenced the effectiveness and quality of logistics services. The findings reveal five negative themes: delay, customer service issues, damaged shipments, delivery issues, and hidden prices. Finally, we make suggestions to improve the efficiency and quality of logistics services.

Uticaj kvaliteta usluge na zadovoljstvo kupaca u logističkoj praksi Srbije

Starting from the findings of other authors that logistic service quality indeed affects customer satisfaction, the author of this paper wanted to examine whether this relation existed in the context of Serbian logistics practice. The research was conducted in October 2021 on a sample of 234 respondents who used the services of shipping companies from Serbia. Send questionnaires consisted of three general questions about demographic variables and sixteen closed-ended questions about the perceived service quality based on the dimensions of the SERVPERF model. The researchers assessed the correlation between variables by regression analysis. The results of the research confirm a significant positive correlation between the logistic service quality and customer satisfaction. Responsibility has been shown to have the greatest impact on customer satisfaction, while other characteristics of service quality - reliability and tangibles show a medium, and assurance and empathy almost insignificant positive correlation with customer satisfaction.

Formation of logistics clusters as a key factor in transport infrastructure development

Improving the volume and quality of logistics services in the republic at the level of international standards is urgent. One of the main ways of achieving this goal is the formation and development of transport and logistics clusters. Transport and logistics clusters are effective for business units, which provide all logistic services in the Republic, and it is desirable to define clearly their structure and efficiency boundaries.