Assessment of logistics service quality using the Kano model in a logistics-triadic relationship
Purpose The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context. Design/methodology/approach This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality i...
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| Veröffentlicht in: | The international journal of logistics management 2017-01, Vol.28 (2), p.680-698 |
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| container_title | The international journal of logistics management |
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| creator | Sohn, Jea-Il Woo, Su-Han Kim, Taek-Won |
| description | Purpose
The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context.
Design/methodology/approach
This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers.
Findings
Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.”
Research limitations/implications
Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad.
Practical implications
This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance.
Originality/value
This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge. |
| doi_str_mv | 10.1108/IJLM-09-2015-0172 |
| format | Article |
| fullrecord | <record><control><sourceid>proquest_emera</sourceid><recordid>TN_cdi_emerald_primary_10_1108_IJLM-09-2015-0172</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>1895848888</sourcerecordid><originalsourceid>FETCH-LOGICAL-c393t-dfd76dde8adc110c30a17cb4742a2b622cf9adb559bfb8121781be9d44813e6e3</originalsourceid><addsrcrecordid>eNptkMtOwzAQRS0EEqXwAewssTaMkzixl1XFo1DEBtbGsZ3WVRq3toPUvydRkRASs5nNPXc0B6FrCreUAr9bPC9fCQiSAWUEaJWdoAmtGCclY3CKJiBYRQoQ-Tm6iHEDABwon6DPWYw2xq3tEvYNbv3KxeR0xNGGL6ct3veqdemA--i6FU5ri19U5_HWG9ti12H1y5AUnDJO42BblZzv4trtLtFZo9por372FH083L_Pn8jy7XExny2JzkWeiGlMVRpjuTJ6eEjnoGil66IqMpXVZZbpRihTMybqpuY0oxWntRWmKDjNbWnzKbo59u6C3_c2JrnxfeiGk5JywXjBhxlS9JjSwccYbCN3wW1VOEgKchQpR5EShBxFylHkwMCRsVsbVGv-Rf64z78B8-N2aw</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype><pqid>1895848888</pqid></control><display><type>article</type><title>Assessment of logistics service quality using the Kano model in a logistics-triadic relationship</title><source>Standard: Emerald eJournal Premier Collection</source><creator>Sohn, Jea-Il ; Woo, Su-Han ; Kim, Taek-Won</creator><creatorcontrib>Sohn, Jea-Il ; Woo, Su-Han ; Kim, Taek-Won</creatorcontrib><description>Purpose
The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context.
Design/methodology/approach
This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers.
Findings
Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.”
Research limitations/implications
Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad.
Practical implications
This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance.
Originality/value
This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.</description><identifier>ISSN: 0957-4093</identifier><identifier>EISSN: 1758-6550</identifier><identifier>DOI: 10.1108/IJLM-09-2015-0172</identifier><language>eng</language><publisher>Ponte Vedra Beach: Emerald Publishing Limited</publisher><subject>Competition ; Competitive advantage ; Customer satisfaction ; Customer services ; Freight forwarding ; Logistics ; Manufacturing ; Purchasing ; Quality of service ; Repair & maintenance ; Research methodology ; Suppliers ; Supply chains</subject><ispartof>The international journal of logistics management, 2017-01, Vol.28 (2), p.680-698</ispartof><rights>Emerald Publishing Limited</rights><rights>Emerald Publishing Limited 2017</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c393t-dfd76dde8adc110c30a17cb4742a2b622cf9adb559bfb8121781be9d44813e6e3</citedby><cites>FETCH-LOGICAL-c393t-dfd76dde8adc110c30a17cb4742a2b622cf9adb559bfb8121781be9d44813e6e3</cites></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><linktohtml>$$Uhttps://www.emerald.com/insight/content/doi/10.1108/IJLM-09-2015-0172/full/html$$EHTML$$P50$$Gemerald$$H</linktohtml><link.rule.ids>314,776,780,21674,27901,27902,53219</link.rule.ids></links><search><creatorcontrib>Sohn, Jea-Il</creatorcontrib><creatorcontrib>Woo, Su-Han</creatorcontrib><creatorcontrib>Kim, Taek-Won</creatorcontrib><title>Assessment of logistics service quality using the Kano model in a logistics-triadic relationship</title><title>The international journal of logistics management</title><description>Purpose
The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context.
Design/methodology/approach
This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers.
Findings
Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.”
Research limitations/implications
Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad.
Practical implications
This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance.
Originality/value
This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.</description><subject>Competition</subject><subject>Competitive advantage</subject><subject>Customer satisfaction</subject><subject>Customer services</subject><subject>Freight forwarding</subject><subject>Logistics</subject><subject>Manufacturing</subject><subject>Purchasing</subject><subject>Quality of service</subject><subject>Repair & maintenance</subject><subject>Research methodology</subject><subject>Suppliers</subject><subject>Supply chains</subject><issn>0957-4093</issn><issn>1758-6550</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2017</creationdate><recordtype>article</recordtype><sourceid>BENPR</sourceid><recordid>eNptkMtOwzAQRS0EEqXwAewssTaMkzixl1XFo1DEBtbGsZ3WVRq3toPUvydRkRASs5nNPXc0B6FrCreUAr9bPC9fCQiSAWUEaJWdoAmtGCclY3CKJiBYRQoQ-Tm6iHEDABwon6DPWYw2xq3tEvYNbv3KxeR0xNGGL6ct3veqdemA--i6FU5ri19U5_HWG9ti12H1y5AUnDJO42BblZzv4trtLtFZo9por372FH083L_Pn8jy7XExny2JzkWeiGlMVRpjuTJ6eEjnoGil66IqMpXVZZbpRihTMybqpuY0oxWntRWmKDjNbWnzKbo59u6C3_c2JrnxfeiGk5JywXjBhxlS9JjSwccYbCN3wW1VOEgKchQpR5EShBxFylHkwMCRsVsbVGv-Rf64z78B8-N2aw</recordid><startdate>20170101</startdate><enddate>20170101</enddate><creator>Sohn, Jea-Il</creator><creator>Woo, Su-Han</creator><creator>Kim, Taek-Won</creator><general>Emerald Publishing Limited</general><general>Emerald Group Publishing Limited</general><scope>AAYXX</scope><scope>CITATION</scope><scope>0U~</scope><scope>1-H</scope><scope>7WY</scope><scope>7WZ</scope><scope>7XB</scope><scope>AFKRA</scope><scope>BENPR</scope><scope>BEZIV</scope><scope>CCPQU</scope><scope>DWQXO</scope><scope>F~G</scope><scope>K6~</scope><scope>K8~</scope><scope>L.-</scope><scope>L.0</scope><scope>M0C</scope><scope>PHGZM</scope><scope>PHGZT</scope><scope>PKEHL</scope><scope>PQBIZ</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>Q9U</scope></search><sort><creationdate>20170101</creationdate><title>Assessment of logistics service quality using the Kano model in a logistics-triadic relationship</title><author>Sohn, Jea-Il ; Woo, Su-Han ; Kim, Taek-Won</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c393t-dfd76dde8adc110c30a17cb4742a2b622cf9adb559bfb8121781be9d44813e6e3</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2017</creationdate><topic>Competition</topic><topic>Competitive advantage</topic><topic>Customer satisfaction</topic><topic>Customer services</topic><topic>Freight forwarding</topic><topic>Logistics</topic><topic>Manufacturing</topic><topic>Purchasing</topic><topic>Quality of service</topic><topic>Repair & maintenance</topic><topic>Research methodology</topic><topic>Suppliers</topic><topic>Supply chains</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Sohn, Jea-Il</creatorcontrib><creatorcontrib>Woo, Su-Han</creatorcontrib><creatorcontrib>Kim, Taek-Won</creatorcontrib><collection>CrossRef</collection><collection>Global News & ABI/Inform Professional</collection><collection>Trade PRO</collection><collection>ABI/INFORM Collection</collection><collection>ABI/INFORM Global (PDF only)</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>ProQuest Central UK/Ireland</collection><collection>ProQuest Central</collection><collection>Business Premium Collection</collection><collection>ProQuest One Community College</collection><collection>ProQuest Central Korea</collection><collection>ABI/INFORM Global (Corporate)</collection><collection>ProQuest Business Collection</collection><collection>DELNET Management Collection</collection><collection>ABI/INFORM Professional Advanced</collection><collection>ABI/INFORM Professional Standard</collection><collection>ABI/INFORM Global</collection><collection>ProQuest Central (New)</collection><collection>ProQuest One Academic (New)</collection><collection>ProQuest One Academic Middle East (New)</collection><collection>ProQuest One Business</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>ProQuest Central Basic</collection><jtitle>The international journal of logistics management</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Sohn, Jea-Il</au><au>Woo, Su-Han</au><au>Kim, Taek-Won</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Assessment of logistics service quality using the Kano model in a logistics-triadic relationship</atitle><jtitle>The international journal of logistics management</jtitle><date>2017-01-01</date><risdate>2017</risdate><volume>28</volume><issue>2</issue><spage>680</spage><epage>698</epage><pages>680-698</pages><issn>0957-4093</issn><eissn>1758-6550</eissn><abstract>Purpose
The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context.
Design/methodology/approach
This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers.
Findings
Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.”
Research limitations/implications
Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad.
Practical implications
This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance.
Originality/value
This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.</abstract><cop>Ponte Vedra Beach</cop><pub>Emerald Publishing Limited</pub><doi>10.1108/IJLM-09-2015-0172</doi><tpages>19</tpages></addata></record> |
| fulltext | fulltext |
| identifier | ISSN: 0957-4093 |
| ispartof | The international journal of logistics management, 2017-01, Vol.28 (2), p.680-698 |
| issn | 0957-4093 1758-6550 |
| language | eng |
| recordid | cdi_emerald_primary_10_1108_IJLM-09-2015-0172 |
| source | Standard: Emerald eJournal Premier Collection |
| subjects | Competition Competitive advantage Customer satisfaction Customer services Freight forwarding Logistics Manufacturing Purchasing Quality of service Repair & maintenance Research methodology Suppliers Supply chains |
| title | Assessment of logistics service quality using the Kano model in a logistics-triadic relationship |
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