CoChat
Sign Up
Cited by 145Customer Service Quality and LoyaltyBusiness Logistics and Inventory ControlQuality and Supply Management

The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.

Importance of Logistics Service Quality in Customer Satisfaction: An Empirical Study

Open access
Uvet, Hasan·2020·Operations and Supply Chain Management: An International Journal
DOI 10.31387/oscm0400248
Open this paper in CoChat — free accountOpen PDF

Abstract

To create value in logistics services to fill the expectation of customers gets more significant than ever to sustain competitiveness in the market.In this paper, considering there is a small amount of research done in logistic service quality, we aimed to investigate how logistics services affect customer satisfaction.An empirical study was made to measure logistic service quality factors; personnel quality contact, order condition, timeliness, order discrepancy handling, and operational information sharing in logistics services.Confirmatory factor analysis (CFA) and structural equation modeling (SEM) has been used in this paper to explore customer satisfaction by using the five constructs of logistics service quality.One of the contributions of this article is; it is the first time the effects of operational information sharing on customer satisfaction in logistics services was investigated under the logistic service quality framework.Customer satisfaction can be explained and improved by applying these five constructs of logistics service quality.Also, this research can help both practice and scholars to understand the fundamental elements of improving customer satisfaction.The results can be used in any firm to gain competitiveness in logistic services.

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.31387/oscm0400248

Cites

2 of 2 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Show all 2 references

Research works printed but not linked: 26

  1. Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), pp. 411-423.
  2. Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), pp. 74-94.
  3. Bentler, P. M. (1990). Comparative fit indexes in structural models. Psychological Bulletin, 107(2), pp. 238-246.
  4. Bienstock, C. C., Mentzer, J. T., & Bird, M. M. (1996). Measuring physical distribution service quality. Journal of the Academy of Marketing Science, 25(1), pp. 31-44.
  5. Bienstock, C. C., Royne, M. B., Sherrell, D., & Stafford, T. F. (2008). An expanded model of logistics service quality: Incorporating logistics information technology. International Journal of Production Economics, 113(1), pp. 205-222.
  6. Bienstock, C.C., Stafford, M.R. & Stafford, T.F. (2015). The role of technology in industrial customers' perceptions of logistics service quality and their future purchase intentions. In Revolution in marketing: Market driving changes, pp. 122-122.
  7. Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. the Journal of Marketing, 58(4), pp. 95-106.
  8. Bowersox, D. J., Closs, D. J., & Cooper, M. B. (2002). Supply chain logistics management. McGraw-Hill New York, NY.
  9. Bowersox, D. J., Mentzer, J. T., & Speh, T. W. (2008). Logistics Leverage. Journal of Business Strategies, 25(2), pp. 85-99.
  10. Coyle, J. J., Bardi, E. J., & Langley, C. J. (1996). The management of business logistics. (Vol. 6): West Publishing Company St Paul, MN.
  11. Daugherty, P. J., Stank, T. P., & Ellinger, A. E. (1998). Leveraging logistics/distribution capabilities: the effect of logistics service on market share. Journal of Business Logistics, 19(2), pp. 35-51.
  12. Feng, Y.-x., Zheng, B., & Tan, J.-r. (2007). Exploratory study of logistics service quality scale based on online shopping malls. Journal of Zhejiang University Science A, 8(6), pp. 926-931.
  13. Glenn Richey Jr, R., & Savitskie, K. (2007). Internal and external logistics information technologies: the performance impact in an international setting. International Journal of Physical Distribution & Logistics Management, 37(6), pp. 454-468.
  14. Hair, J. F., W. C. Black,, B. J., Babin, and R. E. Anderson. (2010). Multivariate Data Analysis (7th ed.). NJ: Prentice Hall.
  15. Hurley, R. F., Giunipero, L. C., & Nichols, E. L. (2000). Organizational Learning in Global Purchasing: A Model and Test of Internal Users and Corporate Buyers. Decision sciences, 31(2), pp. 293-325.
  16. Innis, D. E., & La Londe, B. J. (1994). Customer service: the key to customer satisfaction, customer loyalty, and market share. Journal of Business Logistics, 15(1), pp. 1-27.
  17. Kilibarda, M., Nikolicic, S. & Andrejic, M. (2016). Measurement of logistics service quality in freight forwarding companies: a case study of the Serbian market. The International Journal of Logistics Management, 27(3), pp.770-794.
  18. Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. Service Industries Journal, 11(3), pp. 287-303.
  19. Meidutė-Kavaliauskienė, I., Aranskis, A., & Litvinenko, M. (2014). Consumer satisfaction with the quality of logistics services. Procedia-Social and Behavioral Sciences, 110, pp. 330-340.
  20. Mentzer, J. T., Flint, D. J., & Kent, J. L. (1999). Developing a logistics service quality scale. Journal of Business Logistics, 20(1), pp. 9-32.
  21. Mentzer, J. T., Myers, M. B., & Cheung, M.-S. (2004). Global market segmentation for logistics services. Industrial Marketing Management, 33(1), pp. 15-20.
  22. Murfield, M., Boone, C.A., Rutner, P. & Thomas, R. (2017). Investigating logistics service quality in omni- channel retailing. International Journal of Physical Distribution & Logistics Management, 47(4), pp.263- 296.
  23. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), pp. 41-50.
  24. Rafiq, M., & Jaafar, H. S. (2007). Measuring customers'perceptions of logistics service quality of 3pl service providers. Journal of Business Logistics, 28(2), pp. 159-175.
  25. Soh, K.L., Chin, S.H. & Wong, W.P. (2015). A theoretical model to investigate customer loyalty on logistics service providers for sustainable business performance. International Journal of Business Performance and Supply Chain Modelling, 7(3), pp. 212-232.
  26. Sohn, J.-I., Woo, S.-H. A & Kim, T.-W. (2017). Assessment of logistics service quality using the Kano model in a logistics-triadic relationship. International Journal of Logistics Management, 28(2), pp. 680-698.

Cited by

Sorted by citations

Metadata

Authors
Uvet, H.
Affiliations
Georgia Gwinnett College (US)
Corresponding author
Uvet, Hasan
ORCID
Uvet, Hasan
Venue
Operations and Supply Chain Management: An International Journal
Publisher
OSCM Forum
Published
2020-02-12
Pages
1-10
ISSN
2579-9363 (ISSN-L)
DOI
10.31387/oscm0400248
OpenAlex
W3009379406
Cited by
145
References
2
Citations by year
2026: 19 · 2025: 36 · 2024: 34 · 2023: 27 · 2022: 12 · 2021: 15 · 2020: 1
FWCI
13.65
Type
journal article
Language
en
Open access
Locations
Operations and Supply Chain Management An International Journal (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Decision Sciences › Management Science and Operations Research › Business Logistics and Inventory Control
  • Social Sciences › Business, Management and Accounting › Management Information Systems › Quality and Supply Management
Keywords
logistics service quality, customer satisfaction, order conditions, timeliness, logistics services, competitiveness

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review