Logistics Service Quality Research Articles

Logistics Service Quality Sentiment Analysis with Deeper Attention LSTM Model with Aspect Embedding

Logistics Service Quality Sentiment Analysis with Deeper Attention LSTM Model with Aspect Embedding

Research on The Evaluation System of Fresh Agricultural Products Cold Chain Logistics Service Quality in the Context of Electronic Commerce

This paper studies the service quality evaluation system of fresh agricultural products cold chain logistics in the context of e-commerce, constantly improve and optimize it, and ensure its effective implementation, which can not only improve the service quality, but also effectively promote the healthy development of fresh agricultural products cold chain logistics in the context of e-commerce. From this study, the optimization of the service quality evaluation system can be realized from the establishment of a sound index system, the realization of a scientific and reasonable evaluation method, the strengthening of the evaluation process control, the timely feedback of the evaluation results and the strengthening of the application of the results, in order to better promote the development of fresh agricultural products cold chain logistics in the context of e-commerce.

Winning customer satisfaction toward omnichannel logistics service quality based on an integrated importance-performance analysis and three-factor theory: Insight from Thailand

Electronic commerce (e-commerce) is one of the fastest-growing businesses in the retail sector, especially in Asia. Owing to intense competition, retailers seek to consolidate all customer touchpoints into a single channel to enhance customer shopping experience. The omnichannel has emerged as a key strategic weapon in e-commerce retail business because its adoption hinges on customer perceptions of omnichannel logistics service quality. By drawing on an integrated importance-performance analysis, and a three-factor theory framework, this study examines how customers perceive and assess this quality. A leading e-commerce retailer in Thailand was used in the empirical study. Through a comprehensive literature review, 19 omnichannel logistics service quality attributes were determined based on customer shopping journeys. The attributes were categorized into four quadrants using importance-performance analysis and three-factor theory. As a result, attributes in each quadrant required different management schemes. Furthermore, performance benchmarking in customer satisfaction with omnichannel logistics service quality attributes between the case study and its best competitor was conducted using a performance ratio analysis. This study contributes to the omnichannel logistics literature in terms of assessing customer satisfaction; for e-commerce retail businesses, it provides insights into how managers can win customer satisfaction in the omnichannel logistics competition. Other business sectors that aim to improve customer satisfaction can also apply the framework proposed herein.

통합물류 서비스 품질이 중국 소비자 고객 재이용의도에 미치는 영향

Purpose: This study proposes a consumer-relevant evaluation system for the quality of consolidation logistics services based on the four qualities of timeliness, dependability, economy, and convenience. It also investigates the relationship between these aspects and consumers' intentions to reuse in order to increase their intentions to reuse.
 Research design, data, and methodology: This paper collects the opinions of 514 customers of consolidation logistics services, and employs structural equation modeling to examine the influence of service quality on consumers' reuse intentions across four dimensions.
 Results: Consolidation logistics ser vice providers that demonstrate punctualit y, dependability, economical approaches, and convenience are better able to entice clients to employ their services regularly.
 Conclusions: Consolidation logistics service providers that demonstrate punctuality, dependability, economical approaches, and convenience are better able to entice clients to employ their services regularly.

Measuring Logistics Service Quality Using the SERVQUAL Model

Quality is a key success factor in the market. For the successful performance of a company, it is very important to have high quality and a quality system, and strive for its development and improvement. In this paper, it has been measured the quality of logistics service using the SERVQUAL model in the TC company as one of the most well-known and most used models in the field of quality measurement. The users of the transport service, the respondents, provided certain information on their expectations, as well as their perceptions of the quality of the transport service from the aspect of all five dimensions: reliability, assurance, empathy, tangibles and responsiveness. The SERVQUAL model was chosen to obtain the final results of the quality of service provided to users. The FUCOM method was applied to obtain the final weights of dimensions. The main goal of this paper is to assess the quality of the transport service in the TC company, so that the company has an insight into its current state, and based on it, takes further steps to improve its quality. Increasing service quality results in greater satisfaction of service users, greater satisfaction results in increased loyalty, which further guarantees the positive performance of the company itself and its safe existence and work on the market. The results have shown that the company has negative final values from the aspect of all five dimensions, which tells us that users are not satisfied with the service provided, and the greatest dissatisfaction was expressed from the aspect of the dimension of tangibles.

SYSTEM OF OBJECTS IN MANAGING THE QUALITY OF LOGISTICS SERVICES AND PROCESSES AT THE MTE

This article examines the system of objects of logistics services and processes quality management in a motor transport enterprise. The paper determines that ineffective quality management of logistics business processes of an enterprise causes low quality of services and low customer satisfaction. The purpose of this article is to study and develop a system of objects in managing the quality of logistics services and processes in a motor transport enterprise from the standpoint of a logistics approach, which includes a set of integrated logistics business processes for quality formation, the requirements and the results of implementation. For this purpose, the main objects that affect the quality of logistics services in the motor transport enterprise are considered. It is determined that the goal of quality management is to improve the quality of products and services, and to achieve this, the authors recommend structural transformations, which include clarifying the boundaries of the object by including the elements of the external environment. The authors propose an approach to the formation of research objects, which includes defining goals, criteria for distinguishing between the object and the environment, the nature of interaction between the object and the environment, development of object models, and identification of its features and properties. The authors propose to distinguish labor quality as an element of the external environment and to establish its relationship with the quality of logistics services. Other elements of the external environment are the quality of information, the stages of quality formation, and the quality of labor items and tools. The quality of live labor and transportation services depends on the quality formation process. The logistics services of a motor transport company cover a wide range of services aimed at ensuring the efficient operation of the logistics system and managing all related processes. The stages of formation of the quality of logistics services are defined as a set of integrated basic, auxiliary, service and management logistics business processes, their interconnection, respectively, their “inputs” and “outputs” are considered. It is proposed to consider the system of quality objects in the MTE from the standpoint of the cybernetic approach and to present it as a set of dynamic links, each of which is integrating. This means that the input signal (quality of information, means and objects of labor, etc.) is transformed into an output signal (requirements for the quality of services). To ensure the high quality of logistics services (maintenance), the main, auxiliary, service and management processes are defined from the perspective of quality management in the MTE, the essence of the processes, the main stages of formation and quality indicators of business processes, as well as those responsible for quality assurance are described. The results of the study may be useful for motor transport enterprises that wish to improve the quality of their logistics services and management processes.

Untapping the role of trade facilitation indicators, logistics and information technology in export expansion and diversification

An efficient and consistent logistics network, as well as a transparent facilitation mechanism of cross-border trade, are critical to the country's export competitiveness. The quality of logistics services has been identified as an important determinant of international trade. We use gravity models to assess the impact of the World Bank's Logistic Performance Index (LPI) on Pakistan's exports. The findings show that improving logistics is critical for increasing exports. Individual indicators such as reasonably priced shipments, the ability to track and trace shipments, and trade and logistical transit standards are instrumental in boosting export flows.

Research on customer satisfaction of pharmaceutical e-commerce logistics service under service encounter theory

As an important area for pharmaceutical e-commerce to maintain sustainable development, further improving the quality of pharmaceutical logistics service deserves our in-depth attention. However, a review of the previous literature reveals a lack of analysis of the quality of pharmaceutical e-commerce logistics services implemented at the user level. Therefore, this paper aims to investigate the impact situation of logistics service encounters on customer satisfaction in the context of pharmaceutical e-commerce. Using the S-O-R framework, we have constructed a structural equation model of “logistics service encounters - user perception - customer satisfaction” based on the pharmaceutical e-commerce context by combining service encounter theory with the LSQ model. A total of 610 valid questionnaires were collected and the PLS method was used to implement data statistics and hypotheses analysis. The results showed that all pathways were validated, except for the non-significant path coefficients between logistics function encounter and perceived risk. Furthermore, the degree of influence between health information encounter, interpersonal medical encounter, and internal perceptions depends on the e-health literacy capabilities of customers. This paper can help pharmaceutical e-commerce to understand the dynamics of the user-oriented logistics services market, clarify the key encounter dimensions between customers and e-commerce, and adjust their logistics service delivery management in time to maintain their sustainable position.

Sustainability in Logistics Service Quality: Evidence from Agri-Food Supply Chain in Ukraine

The purpose of this paper is to explore which attributes of logistics service quality (LSQ) are associated with the superior LSQ in rural territories of the developing economy of Ukraine. The data were collected from 52 Ukrainian agrarian companies. Ukraine was chosen because of the high potential of its agricultural sector, which has been one of the world’s largest exporters of agricultural goods for years. This paper investigates LSQ from the perspective of agri-businesses and addresses sustainability. The primary data were obtained in a survey of clustered samples of agri-businesses in rural Ukraine. An exploratory factor analysis (EFA) was conducted with the Stata 16 software to test one hypothesis. This study builds on the expectancy–disconfirmation paradigm in service management research and the related service quality in order to compare the perceived and expected quality of social and environmental sustainability-related aspects of LSQ to test two hypotheses. The findings revealed that service quality in agricultural logistics is a five-dimensional construct. Its five dimensions are reliability, digital transformation, corporate image, environmental sustainability, and quality of customer focus. Furthermore, the study delivers evidence that the perceived and expected quality of the social sustainability-related aspects of LSQ are substantially different. As the study’s data collection process was interrupted by the Russian–Ukrainian war, the proposed model was only tested with 52 enterprises in an agri-food supply chain in rural Ukraine. Such a small sample is one of the study’s limitations. The research has great managerial implications as managers can use the explored attributes as a basis for customer satisfaction analyses or benchmarking in agricultural logistics. This is the first work exploring LSQ in rural Ukraine. The major contributions of this paper are the explored dimensions of LSQ with EFA. The study presents the first and most current data about LSQ from four united territorial communities in the rural center of Ukraine.

Analysis of the Potential Use of Unmanned Aerial Vehicles and Image Processing Methods to Support Road and Parking Space Management in Urban Transport

Progressive urban density affects city centers especially and results in growing congestion, lack of parking spaces, and increasing environmental costs of transportation, causing increased air pollutant emissions and noise. These phenomena reduce the attractiveness of the city and result in a degradation of the quality of life for its residents. In light of these phenomena, there is a clear need for intelligent management of urban space using new technologies that would be complementary to existing intelligent transportation systems. Expanding information resources obtained from mobile cameras will have a positive impact on increasing the efficiency of transportation management and use of limited space in city centers. It will also have an impact on reducing external transport costs and increasing the quality of logistics services provided in the city. The main aim of the paper is to develop a concept of a transport management system in cities using mobile vision systems mounted on unmanned aerial vehicles. The model will concern the cases of lane occupation by freight vehicles and the analysis of parking spaces in the city in order to improve their management. The results of the developed model will contribute to the automation of the parking space management process and increase the efficiency of the use of city parking space resources.

Methodological aspects of risk mapping in multimode transport systems

Efficient transport solutions are based on multimodal systems, with the dominant role of rail and road transport in land versions of the systems and the connecting and directing part of intermodal terminals, transhipment terminals or warehouse centres. The implementation of transport processes is always associated with the risk of lack of timeliness (quality) or threats to people, equipment and cargo (safety) resulting from human, technical, organizational and global factors like pandemics or war. The article contains a risk mapping method in multimodal transport systems configured to estimate the risk of lowering the quality of logistics services (on-time deliveries, etc.). The method combines factors usually considered separately in studies on individual modes of transport. A formal notation of risk factors as a mathematical model was proposed, and a case study was provided to picture the implementation.

Jointly Low-Rank Tensor Completion for Estimating Missing Spatiotemporal Values in Logistics Systems

With the deepening of industry 4.0 paradigm in logistics systems, artificial intelligent has been widely used to improve the quality of logistics services. Considering that data collected in comprehensive logistics service system usually integrate multistage complex information such as traffic flow records and spatiotemporal trajectory, it is inevitable that the data are incomplete and partially missing due to equipment failures, communication interruptions, etc. As an effective spatiotemporal completion tool in logistics systems, low-rank tensor completion has aroused extensive research interest thanks to its excellent performance on data recovery. Although existing tensor completion methods effectively capture the complex associations/dependencies of multidimensional inputs, they fail to exploit the potential characteristics of spatiotemporal data, such as the periodicity. In this article, we propose a jointly low-rank tensor completion method for logistics data completion, which constructs multiple periodic subtensors by setting an appropriate time window, then performs jointly low-rank completion and imputation. In addition, we also provide an optimization algorithm based on Alternating Direction Method of Multiplier framework for the proposed problem. Experimental results on four logistics-related datasets have further demonstrated the promising performance of the proposed method compared with other state-of-the-art competitors. We believe that the proposed approach not only effectively maintains the advantages of classical completion methods, but also fully excavates the multidimensional correlation and hidden patterns behind records, and further provides a novel and effective strategy for data completion and imputation in logistics systems.

A Framework for Adopting a Sustainable Reverse Logistics Service Quality for Reverse Logistics Service Providers: A Systematic Literature Review

Reverse logistics has become a competitive need for sustainability. Lack of resources to apply reverse logistics solutions has severely impacted many supply chains’ costs and customer service, making it impossible to meet the expectations of return processing. In those conditions, client demands for higher service quality are the main drivers of effective sustainability operations. This study aims to establish the sustainable reverse logistics service quality (SRLSQ) theoretical framework offered by reverse logistics services providers (RLSPs). The study conducts a systematic methodology protocol by examining reliable academic periodicals using PRISMA guidelines based on the research scope and identified 56 papers from 2011–2022, with the main research focus on SSQ and RLSQ dimensions to develop a research framework. By re-evaluating those factors using the SRLSQ framework and by including sustainability into the service quality approach, this study expanded the practicability of reverse logistic service quality and sustainable service quality. The results point to a knowledge gap when it comes to quantifying the impact of reverse logistics operation process through a triple bottom line approach on customer outcomes, relationship quality (RQ), and mediation of operation risk factor, which could be examined within various contexts in subsequent work.

Digitalization and logistics service quality: Evidence from Indonesia national shipping companies

The research aimed to know the impact of electronic delivery orders and logistics digitalization on the import document activities mediated by logistics service quality in the national shipping lines, especially the members of Regional Container Lines. Several logistics companies in Indonesia have now begun to utilize digital technology supported by the national logistics ecosystem platform to advance logistics activities, to assist logistics processes in all sectors, including the industrial sector. Shipping, especially by sea shipping. One of the research problems, among others, is that the TSJ/T3 terminal still uses manual delivery orders. The research used the path analysis method and Sobel test with a random sample of 102 PT Bhum Mulia Prima customers. The result of the study showed that electronic delivery orders and logistics digitalization partially contribute to the import document activities through logistics service quality. Furthermore, logistics service quality as the intervening variable strengthened the contribution of an electronic delivery order to the import document activities. Testing is also needed by comparing digital systems between the shipping companies that still do not use manual documents and those that have used online processes in import activities.

Ispitivanje logističkog učinka zemalja Evroazijske ekonomske unije

In the era of growing globalization and the growth of cross-border logistics activities, methodologies for assessing the efficiency of the logistics sector are becoming increasingly important. The World Bank has created a Logistics Performance Index that helps countries assess the current position of their logistics industry. This paper presents the Logistics Performance Index in the countries of the Eurasian Economic Union (Russia, Kyrgyzstan, Kazakhstan, Belarus and Armenia). Comparative analysis is applied to examine the values of the categories of this indicator to obtain the categories in which better results should be achieved. In all analyzed countries, the category related to the timeliness of cargo delivery had the highest degree of impact in the total value of the Logistics Performance Index, while the lowest degree of impact is present in the following categories: customs and border management, quality of trade and transport infrastructure, ease of organizing cross-border shipments, as well as staff qualifications and quality of logistics services. The aim of the paper is to provide useful information to economic policy makers to identify the areas where improvements need to be made through a detailed analysis of the categories of the Logistics Performance Index on the example of selected countries.

Customer Experience Management as a Priority Area of Trade Enterprises’ Activity

Currently, customer experience management is re cognized as a strategic direction of logistics management of enterprises in the field of wholesale and retail trade. Therefore, the purpose of this article is a theoretical generalization of existing approaches to determining the essence and content of the concept of “customer experience management” of trade enterprises, taking into account the specifics of their functioning. The article theoretically summarizes and systematizes conceptual approaches to defining the essence of the concepts “customer experience” and “customer experience management”. The author’s approach to the interpretation of these terms is provided. The concept of “customer experience” is proposed to be considered as the experience of forming an effective system of partnership relations between a trading company and various categories of consumers as a result of increasing the level of trust, loyalty, service and quality of logistics service. Customer experience management is understood as a continuous integrated process, which is carried out through the implementation of commercial, marketing and logistics management functions of trading enterprises using modern methods, digital technologies and information systems. A statistical analysis of the main indicators of the development of economic entities in the sphere of wholesale and retail trade of Ukraine in the pre-war period was performed. A structural and logical diagram of the process of strategic management of the client experience of a trade enterprise has been built. It has been established that the following can be attributed to the modern trends in the transformation of the customer experience management system as an important component of the logistics management of trade enterprises: personalization of products and communication using information technologies; adaptive approach to interaction with consumers; building a business strategy for brands, advertising and marketing strategies using digital tools; application of a complex approach to the management of commercial activities; creation of a fundamentally new marketing structure (emergence of specialists in consumer preferences and data processing); acquiring skills in collecting large databases and using them; ensuring multichannel marketing communications; introduction of chatbots as one of the effective ways to provide instant customer support; development of business models for the organization of electronic retail trade.

Research on the Influencing Factors of Last-Mile Delivery Service Quality Based on Service Quality Scale (SERVQUAL)

In the 21st century, my country's economy is developing rapidly, and the logistics industry is also gradually emerging. With the development of e-commerce and the popularization of online shopping, the ‘last mile’ problem, as the end distribution of the logistics service chain, is a social problem closely related to people. It directly affects the efficiency of logistics, the cost of logistics, and the quality of logistics services. There are also many problems in last-mile delivery, such as high delivery costs, low efficiency, and high pollution, which will affect customers' evaluation of the quality of delivery services. Therefore, it is necessary to study the factors that affect the quality of distribution services, so as to provide suggestions for logistics companies and improve the distribution services. This article summarizes and studies the influencing factors of the last-mile delivery service quality by reviewing relevant literature and combining with the Service Quality Scale (SERVQAUL) framework.

Digital technologies as a tool of efficient logistics

The study is dedicated to the justification of the need for the wide implementation of digital technologies in logistics activities, taking into account globalization challenges. The purpose of the article is to highlight the basics of implementing digital technologies as a tool ofefficientlogistics in modern conditions. The methodological basis of the study is a systematic approach, which allows studying logistics as a complex set of interdependent and interacting subsystems that have integral properties and develop under the influence of internal and external influencing factors. It has been proven that the use of information technologies in logistics makes it possible to: effectively solve current problems and eliminate possible problems in the future; improve the quality of logistics services; maximally load the capacity of logistics flows; rationalize material flows; increase the safety of transportation; optimize costs for the supply of resources and products; eliminate intermediate links by ensuring the transformation of information into forms that are convenient for consumers; increase the efficiency of information exchange and increase its security; implement new services and innovative customer support tools.

Розробка методики визначення розміру страхового запасу товарів в транспортно-логістичному ланцюзі для підвищення конкурентоздатності підприємства

The methodology of inventory management in the transport and logistics chain was developed based on the justification of organizational decisions, the characteristics of the inventory management system in the intermediate link of the logistics chain (regional transport and distribution center), which interacts with manufacturers, consumers and carriers of goods. The proposed method of determining the size of the insurance stock in the transport and logistics chain is an alternative to traditional methods that depend only on the time of late delivery due to the fault of the carrier. This allows not only to calculate the required size of the insurance stock in the system, but also to draw conclusions about the reliability of enterprises that supply and transport goods. Analysis of the necessary level reliability of the transport and logistics chain determines the quality of logistics service and allows taking into account the well-founded characteristics of the operation of the transport and logistics chain.The results of the study are proposed to be used in the process of optimizing the functioning of the enterprise in the market of goods sales.

Науково-методичне забезпечення формування системи управління взаємовідносинами зі споживачами в цифровому просторі

One of the modern challenges of the organization of marketing activities is the rapid development of digital technologies and information systems as effective tools for promoting products and e-commerce. Therefore, enterprises pay considerable attention to the technological component of business digitalization based on the modernization of IT infrastructure, the introduction of cloud software, and the formation of digital channels using information technology. The key vector of digital transformation should be aimed at increasing the requirements for the level of logistics services, the emergence of new criteria for the quality of logistics services, that is, the formation of a customer-oriented approach to customer relationship management. In view of this, the purpose of this study is to develop scientific and methodological provision of the formation of a system for managing relationships with consumers, taking into account the challenges of the digital environment. To achieve the set goal of the study, the methods of analysis, synthesis, comparison, classification, expert questioning, statistical analysis, structural and logical generalization were used. In the article, the system of management of relationships with consumers is considered as an interrelated set of objects and subjects of management through the implementation of the entire list of functions of management of consumer service processes on the basis of the use of mechanisms of information, organizational and logistical support. The level of use of information and communication technologies in the organization of consumer service processes at Ukrainian enterprises is analyzed. A structural and functional scheme of formation of a system for managing relationships with consumers has been built. The expediency of applying a system approach to the digital transformation of the consumer relationship management system based on the use of information tools and digital channels is substantiated; formation of a qualitatively new culture of marketing communications and omnichannel information environment.