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.
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.
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).
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.
