Logistics service quality: conceptual model and empirical evidence

There has been very little research done in logistics service on how its quality is defined and attributed. In this paper, we aim to explore the definition of the concept of quality in logistics service and its associated dimensions by constructing a conceptual model and test it empirically. A survey was conducted in Singapore with 2333 logistics service providers and customers from Singapore Logistics Association and Singapore's National Shipper Council. A total of 171 questionnaires including 86 from logistics service providers and 85 customers were returned. After the process of exploratory factor analysis followed by confirmatory factor analysis, we found that the revised model of five factors and 20 items of logistics service quality (LSQ) is valid and reliable to measure the quality of logistics service. It was also indicated from the study that the quality of customer focus is deemed the most critical to enhance the perceived LSQ.