Assessment of logistics service quality dimensions: a qualitative approach

Abstract Globalization and complex supply chain networks have been affecting Logistics Services Providers’ (LSPs) service delivery expectations. Service Quality (LSQ) is becoming a more important aspect for LSPs logistics customers. In recent years, there has an increase in the studies on quality logistics. Researchers trying to identify aspects of LSQ its dimensions order create measurement model that could be used overall services. However, still neither unified nor agreed literature researchers debating continuously proposed models. This paper targets investigate suggest obtained from previous by analyzing findings within systematic approach improving with semi-structured interviews. this study, analysis conducted research papers published selected academic databases specific keyword cluster searches related articles specified period. Papers accordance predefined criteria. As result, total 59 determined search criteria were analyzed. Most frequently trends methods identified. addition, most factors reviewed. Moreover, approaches models The results received review composed Semi-structured interviews customers Germany-based companies strengthen gained review. 5 24 formed help represents basis further empirical can as guideline management practices applications transport.