Dimensions of logistics service quality framework for contactless last mile delivery: a systematic literature review

Purpose The logistic service quality (LSQ) model is a staple for evaluating key performance factors such as satisfaction and improving business performance. Given the lack of a universally accepted LSQ model, this paper aims to develop an integrated framework that measures the service quality of contactless delivery, incorporating both customer and LSP perspectives. Design/methodology/approach This was done through Preferred Reporting Items for Systematic Reviews and Meta-analyses (PRISMA), and six focus group discussion sessions were used to identify existing and new LSQ dimensions that were processed through triangulation. A total of 10 LSQ grouped dimensions with 46 specific sub-dimensions were validated and subsequently used in the survey questionnaire development that was further validated by a group of experts and through exploratory factor analysis. Findings A total of 30 unique dimensions are found to enhance satisfaction of stakeholders in contactless last-mile delivery, with respect to the perspective of both the customers and logistics service providers (LSPs). Originality/value This paper is the first to provide a set of validated logistics service quality framework which can be used to measure the level of quality that a service provider embodies. This framework covers the perspectives of both the service providers and customers, which is unique compared to previous works in the literature.