MEASURING CUSTOMERS' PERCEPTIONS OF LOGISTICS SERVICE QUALITY OF 3PL SERVICE PROVIDERS

MEASURING CUSTOMERS' PERCEPTIONS OF LOGISTICS SERVICE QUALITY OF 3PL SERVICE PROVIDERS

Despite its importance, with the major exception of Mentzer and colleagues, the development and measurement of the Logistics Service Quality construct (LSQ) has been relatively under researched. This paper reports the testing and validation of the LSQ instrument (Mentzer, Flint, and Kent 1999) in th...

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Veröffentlicht in:Journal of business logistics 2007-09, Vol.28 (2), p.159-175
Hauptverfasser: Rafiq, Mohammed, Jaafar, Harlina S.
Format: Artikel
Sprache:eng
Schlagworte:
Customer satisfaction
Customer services
Customers' perceptions
Electronic data interchange
Internal customers
Likert scale
Logistics
Logistics service quality (LSQ)
Perceptions
Polls & surveys
Quality of service
Service quality
Studies
Suppliers
Third party
Third-party logistics
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Beschreibung
Zusammenfassung:Despite its importance, with the major exception of Mentzer and colleagues, the development and measurement of the Logistics Service Quality construct (LSQ) has been relatively under researched. This paper reports the testing and validation of the LSQ instrument (Mentzer, Flint, and Kent 1999) in the context of the third‐party logistics industry in the UK. The 3PL setting was considered a logical progression for testing the instrument versus the original in‐house logistics service provider. The study is based on a cross sectional mail survey of the customers of third‐party logistics service providers.
ISSN:0735-3766
2158-1592
DOI:10.1002/j.2158-1592.2007.tb00062.x