Importance of logistics service quality in customer satisfaction: An empirical study

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.