A Comparative Study on the Perception Difference of Logistics Service Quality
장팔선 · 한국 SCM 학회지 · 2011
Service quality has become a primary concern and criterion recently to assess the competence of logistics service providers. However, most companies have little understanding of logistics service quality, and development of a Logistics Service Quality Index (LSQI) is at an early stage. The purpose of this study is to develop LSQI for the logistics market and to verify the possibility of generalization. Using the developed indices, a comparative study also was done to measure expectations of service quality and performance perceptions between shippers and logistics service providers and between 2PL shippers and 3PL shippers. The result shows that LSQI can be used and generalized in most industries. Also, shippers and logistics services providers regard logistics service quality as quite important. There was little difference on the expectation of service quality between shippers and logistics service providers, or between 2PL shippers and 3PL shippers. As for performance perception, there were differences between shippers and logistics service providers ,while there was little difference between 2PL shippers and 3PL shippers.