MEASURING CUSTOMERS' PERCEPTIONS OF LOGISTICS SERVICE QUALITY OF 3PL SERVICE PROVIDERS

Authors

  • Mohammed Rafiq Ph.D.,

    1. Loughborough University (UK)
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    • Mohammed Rafiq (Ph.D. University of Bradford) is Senior Lecturer in Retailing and Marketing at The Business School, Loughborough University, UK. His main research interests are in the areas of service quality, relationship quality, and internal marketing. His research has appeared in the European Journal of Marketing, Journal of Services Marketing, and other journals. Dr. Rafiq holds a BA (Hons.) in Economics from University of Essex, an MBA, and a Ph.D. from the University of Bradford.

  • Harlina S. Jaafar Ph.D.

    1. Universiti Teknologi MARA (Malaysia)
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    • Harlina S. Jaafar (Ph.D. Loughborough University) is a Lecturer in Logistics Management and Road/Rail Transport at the Universiti Teknologi MARA, Malaysia. She recently completed her Ph.D. in the area of service quality and relationship quality in third-party logistics relationship at Loughborough University. She also holds a Bachelor of Business Administration (Transport) from Universiti Teknologi MARA, and a MSc. in Transport from Cardiff University, UK. Dr. Jaafar has presented papers at the Logistics Research Network, and European Marketing Academy conferences and has also published in the International Journal of Logistics: Research and Applications.


Abstract

Despite its importance, with the major exception of Mentzer and colleagues, the development and measurement of the Logistics Service Quality construct (LSQ) has been relatively under researched. This paper reports the testing and validation of the LSQ instrument (Mentzer, Flint, and Kent 1999) in the context of the third-party logistics industry in the UK. The 3PL setting was considered a logical progression for testing the instrument versus the original in-house logistics service provider. The study is based on a cross sectional mail survey of the customers of third-party logistics service providers.

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