Table 5 Service Quality Dimensions Among the Selected Sample
From: Assessment of logistics service quality dimensions: a qualitative approach
LSQ dimensions | Publication | Frequency |
|---|---|---|
Time Related Dimensions (timeliness, on-time delivery, order processing time, lead-time, etc.) | Bienstock et al. (1997), Mentzer et al. (1999), Franceschini and Rafele (2000), Mentzer et al. (2001), Panayides and So (2005), Rafiq and Jaafar (2007), Feng et al. (2007), Gil-Saura et al. (2008), Bienstock et al. (2008), Gotzamani et al. (2010), Kilibarda et al. (2012), Thai (2013), Bouzaabia et al. (2013), Politis et al. (2014), Philipp and Grant (2015), Yu et al. (2016), Murfield et al. (2017), Zailani et al. (2018), Yumurtaci Hüseyinoğlu et al. (2018) | 19 |
Process Related Dimensions (order release quantities, order accuracy, order discrepancy handling, order quality and correctness, etc.) | Mentzer et al. (1997), Bienstock et al. (1997), Durvasula et al. (1999), Franceschini and Rafele (2000), Mentzer et al. (2001), Panayides and So (2005), Rafiq and Jaafar (2007), Feng et al. (2007), Gil-Saura et al. (2008), Thai (2008), Bienstock et al. (2008), Gotzamani et al. (2010), Kilibarda et al. (2012), Thai (2013), Bouzaabia et al. (2013), Politis et al. (2014), Philipp and Grant (2015), Yu et al. (2016), Zailani et al. (2018), Yumurtaci Hüseyinoğlu et al. (2018) | 20 |
Communication Related Dimensions (personal contact quality, responsiveness, customer focus, etc.) | Fung and Wong (1998), Mentzer et al. (1999), Durvasula et al. (1999), Franceschini and Rafele (2000), Mentzer et al. (2001), Rafele (2004), Panayides and So (2005), Seth et al. (2006), Davis and Mentzer (2006), Rafiq and Jaafar (2007), Feng et al. (2007), Birdogan et al. (2009), Thai (2013), Bouzaabia et al. (2013), Politis et al. (2014), Roslan et al. (2015), Philipp and Grant (2015), Vural and Tuna (2015), Kilibarda et al. (2016), Limbourg et al. (2016), Sohn et al. (2017), Zailani et al. (2018), Yumurtaci Hüseyinoğlu et al. (2018), Knop (2019), Le et al. (2019), Chen et al. (2020), Iqbal (2020) | 27 |
Tangibility | Durvasula et al. (1999), Rafele (2004), Seth et al. (2006), Davis and Mentzer (2006), Birdogan et al. (2009), Kilibarda et al. (2016), Limbourg et al. (2016), Sohn et al. (2017), Knop (2019), Le et al. (2019), Chen et al. (2020) | 11 |
Operational and Relational Quality | Stank et al. (2003), Juga et al. (2010), Jang et al. (2013), Huma et al. (2019), Weli et al. (2020) | 5 |
Empathy | Durvasula et al. (1999), Panayides and So (2005), Seth et al. (2006), Davis and Mentzer (2006), Birdogan et al. (2009), Roslan et al. (2015), Kilibarda et al. (2016), Limbourg et al. (2016), Sohn et al. (2017), Knop (2019), Le et al. (2019), Chen et al. (2020) | 12 |
Reliability | Durvasula et al. (1999), Panayides and So (2005), Seth et al. (2006), Davis and Mentzer (2006), Kilibarda et al. (2012), Roslan et al. (2015), Kilibarda et al. (2016), Limbourg et al. (2016), Sohn et al. (2017), Knop (2019), Le et al. (2019) | 11 |
Image and Social Responsibility | Thai (2008), Thai (2013), Vural and Tuna (2015), Lan et al. (2016) | 4 |