Table 7 LSQ Dimensions and Factors
From: Assessment of logistics service quality dimensions: a qualitative approach
Customer Obsession Quality | Employees’ approach and behavior while meeting customers’ requests |
Responsiveness of employees to customers’ needs | |
Competency of employees to customers’ questions and order needs | |
Employees’ knowledge on customers’ needs and requests | |
Handling customer feedback | |
Order Fulfilment Quality | Order accuracy |
Order condition | |
Order discrepancy handling | |
Consistency of service performance | |
Safety and security in delivery | |
Reliability, regularity, flexibility and availability of service | |
Timeliness Quality | Total order cycle time |
Transportation time | |
Back-order time | |
Timeliness of shipment pickup and delivery | |
Order placement accessibility and handiness | |
Information Quality | Application of IT and EDI in customer service |
Innovative solutions in logistics services | |
Availability of order information | |
Shipment tracing capability | |
Corporate Image and Social Responsibility | Company’s ethical image |
Social responsibility in management and concerning human safety in operations | |
Environmentally friendly operations | |
Company’s reputation for reliability |