Analysis of Logistics 4.0 service quality and its sustainability enabler scenarios in emerging economy

The main purpose of this study is to identify the Logistics 4.0 service quality (L4.0SQ) criteria and to investigate the effectiveness of emerging technologies as sustainability and value-creating enablers on improving the quality of logistics services. In this regard, first, according to the literature review and using the opinion of industrial and academic experts, the criteria for measuring the logistics 4.0 services quality were classified into two groups: Competitive Lever and Social Value Creator. So that nine criteria were in the Competitive Lever group and five criteria were in the Social Value Creator group. Then, using the Group Grey BWM method, the importance of each of the extracted criteria was determined. In the next step, based on the selected criteria, the impact of each of the sustainability enablers on the logistics 4.0 services quality in the form of different scenarios using Improved Grey Relational Analysis (IGRA) was investigated. The findings show that among the sustainability enablers studied, artificial intelligence (S8), advanced robotics (S4), blockchain (S7) and additive manufacturing (S3) as the most important enablers in the Logistics 4.0 service quality. The results of this study provide a good guide for companies and managers to measure and improve the quality of logistics 4.0 services quality to address the challenges of traditional supply chain and logistics. It also enables companies to create more flexibility and agility in their processes to respond more quickly to customers and market needs.