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Journal articles on the topic 'Logistics customer service'

Author: Grafiati

Published: 30 May 2022

Last updated: 31 July 2025

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1

Lin, Xiaofang, Abdullah Al Mamun, Qing Yang, and Mohammad Masukujjaman. "Examining the effect of logistics service quality on customer satisfaction and re-use intention." PLOS ONE 18, no. 5 (2023): e0286382. http://dx.doi.org/10.1371/journal.pone.0286382.

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For logistics service providers (LSPs), improving customer satisfaction and obtaining customer re-use intention are key to gaining sustainable competitive advantages and success. Logistics service quality (LSQ) is a concern for logistics service providers, retailers, and customers. The proposed model, which is based on the stimuli-organism-response theory and the logistics service quality framework, integrates operational quality, resource quality, information quality, personal contact quality, customization quality, and customer satisfaction to study logistics service re-use intentions. The d

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Akıl, Siber, and Mustafa Cahit Ungan. "E-Commerce Logistics Service Quality." Journal of Electronic Commerce in Organizations 20, no. 1 (2022): 1–19. http://dx.doi.org/10.4018/jeco.292473.

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With the recent developments in technology, globalization, and COVID 19 pandemic, the volume of e-commerce logistics activity has been growing rapidly. However, a literature review for this study indicated that there is a lack of research on commerce logistics service quality. This study intends to fill this gap in the literature. It aims to identify the e-commerce logistics service quality factors that affect customer satisfaction. It is also interested in identifying if there is any relationship between the satisfaction of e-commerce customers and their loyalty. Data from 1562 e-commerce cus

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Dukare, Gangadhar D., Dr Pushpraj R. .Wagh, and Nirvighna H. Shivabhakt. "The Role of Logistics in B2b Business with Customer Satisfaction with Feedback Approach of Vendors." INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 07 (2025): 1–9. https://doi.org/10.55041/ijsrem51358.

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This study aims to investigate the logistics service quality (LSQ) from a supply chain quality perspective. The purpose is twofold to investigate how business customers perceive the LSQ dimensions in business-to-business (B2B) relationships, with a particular focus on the role of logistics service providers and to analyse the manner in which such dimensions, when combined, lead to high levels of customer satisfaction. Logistics plays a critical role in B2B businesses as it involves the management of the movement of goods and services from the supplier to the customer. The effectiveness and eff

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Truong, Khanh Tan. "Analysis of Factors Affecting the Demand for Package Logistics Services for the Export Process of Fruit Products in Can Tho." 15TH GLOBAL CONFERENCE ON BUSINESS AND SOCIAL SCIENCES ON 14 - 15 SEPTEMBER 2023, NOVOTEL BANGKOK PLATINUM PRATUNAM, THAILAND 15, no. 1 (2023): 69. http://dx.doi.org/10.35609/gcbssproceeding.2023.1(69).

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This study was conducted to determine the factors affecting the choice of using a package logistics service for the fruit export process in Can Tho. A research model has been proposed with variables including Safety, Price, Tangible Assets, Responsiveness Ability, Customer Service, and Referrals through a third party (Intermediaries). A survey was conducted and a questionnaire was developed. Survey subjects are logistics service providers, people working in the field of logistics, students, postgraduate students in the logistics industry, fruit distributors in Can Tho, and fruit wholesalers/re

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Nguyễn Thị Bích Thùy, Biện Nguyễn Hoàng Anh, Nguyễn Hùng Vỹ, and Nguyễn Ngọc Tuấn. "Measurement of customers' satisfaction on logistics service quality at Dong Nai port service joint stock company." Tạp chí Khoa học Lạc Hồng 1, no. 18 (2025): 13–20. https://doi.org/10.61591/jslhu.18.373.

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In this context, many logistics service businesses were competing to provide high-quality logistics services to reduce costs. In addition to service price, the level of customer satisfaction has become a key factor in determining their choice of logistics service provider. Therefore, the research objective is to measure customer satisfaction with the quality of logistics services at Dong Nai Port Service Joint Stock Company. Based on this, the authors recommend that management improve logistics service quality. The research was conducted using qualitative methods, including consultations with

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Chłąd, Monika, and Olga Dąbrowska. "Logistics customer service management on the example of a manufacturing company." Scientific Papers of Silesian University of Technology. Organization and Management Series 2024, no. 194 (2024): 73–82. http://dx.doi.org/10.29119/1641-3466.2024.194.4.

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Purpose: The aim of the article is to analyze the operation of company X in the context of logistic customer service in practice. Design/methodology/approach: The idea of the work is to present the theoretical part of customer service and compare it to logistic customer service in practice. It also includes comparisons of practical solutions of company X to theoretical requirements. Findings: The research issue discussed in the article was a survey. Its purpose is to present customer service in Patrick's Day in company X. 81 people of different genders and age groups responded anonymously to t

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Nguyen, Minh Tuan, and Thi Ngoc Linh Vo. "The relationship between information technology, logistics service quality and perceived performances in Vietnam logistics service industry." Uncertain Supply Chain Management 12, no. 1 (2024): 425–34. http://dx.doi.org/10.5267/j.uscm.2023.9.009.

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This study investigated the relationship between information technology, logistics service quality, and perceived performances. Data collected from an online survey through questionnaires was sent to 470 customers who have been using logistics services in Vietnam and 458 valid responses were received. This study discovered that innovation capability has a positive impact on personal contact quality, order fulfillment, information quality and social responsibility. Personal contact quality, order fulfillment, information quality and social responsibility positively affect the customer satisfact

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Semenda, Olha. "CONCEPT OF CUSTOMER SERVICE IN THE LOGISTICS INDUSTRY: ADVANTAGES, PROBLEMS AND SOLUTIONS." Economies' Horizons, no. 1(23) (March 31, 2023): 26–34. http://dx.doi.org/10.31499/2616-5236.1(23).2023.270796.

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An important concept in the operation of logistics transport systems is logistics customer service. This concept is based on the overall scope of the supply chain. Traditionally, it has been difficult for supply chain components to define their role in the overall customer service provided to end users. However, there is a growing trend towards greater awareness of their role not only in relation to trading partners but also to the end customer. The logistics industry is responsible for the transportation and storage of goods. Improving customer service in the logistics industry can have many

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Moschuris, Socrates J., and George F. Velis. "Customer Perceptions on Service Satisfaction with Third Party Logistics (3PL) Service." International Journal of Applied Logistics 3, no. 4 (2012): 33–47. http://dx.doi.org/10.4018/jal.2012100103.

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Today, more firms are focusing on core competencies and turning to external specialists (Third Party Logistics – 3PLs) for sophisticated logistics solutions. The 3PL service industry is characterized by customer relationships that can extend over several years, involving multiple instances of service delivery. Customers’ satisfaction level has a profound impact on attracting new customers and customer retention. This research investigates customer perceptions regarding the service offered by a medium-sized 3PL operating in Greece. Results indicate that customers are satisfied with the outfit o

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van der Veeken, Daniëlle J. M., and Werner G. M. M. Rutten. "Logistics Service Management: Opportunities for Differentiation." International Journal of Logistics Management 9, no. 2 (1998): 91–98. http://dx.doi.org/10.1108/09574099810805861.

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In this article a model is described, which enables differentiation of the logistics service that a company offers to its customers. Differentiating this service is essential for businesses with a large variation within their customer and/or products portfolio. The model consists of four phases: cost structuring, profiling, evaluating and differentiating. The application of the model results in a number of customer order profiles that group customers according to their ordering behavior. Each customer order profile can be drawn up for an appropriate logistics service arrangement, in order to b

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Kusumawardani, Kunthi A., and Saras Asa Hastayanti. "Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust." Jurnal Manajemen Indonesia 20, no. 3 (2020): 177. http://dx.doi.org/10.25124/jmi.v20i3.3515.

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Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer s

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KRYVORUCHKO, O., and А. ОVCHARENKO. "DEVELOPING QUALITY STRATEGIES OF LOGISTICS CUSTOMER SERVICE." Economics of the transport complex, no. 38 (November 25, 2021): 61. http://dx.doi.org/10.30977/etk.2225-2304.2021.38.61.

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Today’s requirements for the implementation of logistics activities require the formation and revision of appropriate strategies. The article considers the practical and theoretical experience of developing strategies for logistic activity and logistics consumer service. The strategy of quality of logistics customer service is implemented in the management of logistics business processes of the enterprise and is a set of solutions, plans and measures aimed at continuous improvement and ensuring effective organized activities of staff in a certain material environment related to offering and pr

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Havidz, Ikramina Larasati Hazrati, Nizar Rahmansyah, Hernawati W. Retno Wiratih, and Hazimi Bimaruci Hazrati Havidz. "The Determinants Factors of Customer Loyalty with Customer Satisfaction as the Mediating Role: A Case Study of J&T Express Service in JABODETABEK." Jurnal Logistik Indonesia 6, no. 2 (2022): 116–24. http://dx.doi.org/10.31334/logistik.v6i2.2542.

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The rapid growth of technology, has an impact on logistics services. The need for logistics services has also increased many times along with the increasing number of consumers who shop online. Logistics services play a central role in the e-commerce business. Therefore, the study has purpose to determine the customer loyalty of a particular logistic service at Indonesia. The customer of J&T Express reside around JABODETABEK was taken as the study objective. SmartPLS was the analytical tools used to analyzed the primary data. The study found that Service Quality and customer satisfaction s

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Dyczkowska, Joanna Alicja. "The Active Customer in Logistics Services." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 4 (2019): 43. http://dx.doi.org/10.17951/h.2019.53.4.43-52.

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<p>This article describes the notion of “customer activity” in logistics services as an interaction with providers. We reviewed concepts of customer activity in services offered by logistics service providers (LSPs) in the food sector. We then analysed customer activity in transport, storage and management of services. We used a direct diagnostic survey for comparative analysis of groups of customers. The roles of LSPs in the supply chain and within the framework of cooperation in the business-to-business market are presented. Basic customer activities were examined by studying the suppl

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Jarocka, Marta, and Hao Wang. "Definition and classification criteria of logistics services for elderly." Engineering Management in Production and Services 10, no. 4 (2018): 65–75. http://dx.doi.org/10.2478/emj-2018-0023.

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Abstract An ageing population is a natural and inevitable phenomenon that constitutes an opportunity for the development of the logistics services industry. This is related to the fact that a new demographic profile of the world is determined by a growing number of customers — seniors – with special needs that generate the demand for services such as carriage and home delivery of food and medicines. Therefore, considering the growing demand for logistics services intended for older adults, there is a justified need to develop theoretical knowledge in this area. The paper aims to define a logis

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Lin, Yong, Jing Luo, Shuqin Cai, Shihua Ma, and Ke Rong. "Exploring the service quality in the e-commerce context: a triadic view." Industrial Management & Data Systems 116, no. 3 (2016): 388–415. http://dx.doi.org/10.1108/imds-04-2015-0116.

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Purpose – The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain. Design/methodology/approach – A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the colle

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Ilyas Masudin, Faradilla Witha Fernanda, Fien Zulfikarijah, and Dian Palupi Restuputri. "Customer Loyalty on Halal Meat Product: A Case Study of Indonesian Logistics Performance Perspective." International Journal of Business and Society 21, no. 1 (2021): 433–53. http://dx.doi.org/10.33736/ijbs.3262.2020.

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The purpose of this article is to determine the influence of halal supplier’s service quality, halal logistic performance, perceived service value and customer satisfaction to customer’s loyalty on halal meat products at non-moslem areas. This paper uses quantitative method that is done by collecting data from 90 respondents and analyzed using structural equation modeling (SEM) to determine the correlation between variables. The study found a significant influence occurs on the relationship halal supplier’s service quality to halal logistic performance, halal supplier’s service quality to perc

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BIN ZAKI, NUR EMRAN. "IMPACT OF SERVICE QUALITY OF LAND TRANSPORTATION ON CUSTOMER SATISFACTION AT JOHOR PORT LOGISTICS." Journal of Public Value and Administration Insights 1, no. 1 (2018): 7–13. http://dx.doi.org/10.31580/jpvai.v1i1.137.

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This study is for the impact of service quality of land transportation on customer satisfaction at Johor Port Logistics. JP Logistics is the one-stop center for all logistics needs. Itâ€™s become a service provider. JP Logistics have the facilities to fulfill the customer requirements. The objective of this research is to identify the most influence of service on customer satisfaction on land transportation services at Johor Port Logistics Sdn Bhd and to categorized the strongest factor that customer needs from that service can be implemented o in this research The respondent of this study is

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Fernandes, Daniel Winter, Roberto Giro Moori, and Valdir Antonio Vitorino Filho. "Logistic service quality as a mediator between logistics capabilities and customer satisfaction." Revista de Gestão 25, no. 4 (2018): 358–72. http://dx.doi.org/10.1108/rege-01-2018-0015.

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Purpose A way that companies have found to respond to the challenges of customer satisfaction (CS) is the development logistics services quality. In this sense, the purpose of this paper is to estimate the quality of logistical service as a mediator factor in the relationship between logistics capabilities (LC) and CS. For this, an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation betw

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Yeronica, Fernanda, and Nasar Buntu Laulita. "Kepuasan Dan Loyalitas Pelanggan Logistik Internasional Di Indonesia: Peran Timeliness Dan Information Quality." Jurnal Manajerial 11, no. 03 (2024): 374. http://dx.doi.org/10.30587/jurnalmanajerial.v11i03.7883.

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Background – Globalization and technology advancements have driven the growth of electronic commerce (e-commerce) globally. E-commerce allows business to reach consumers worldwide. In this case, e-commerce relies on quality logistics services, particularly in terms of timeliness and quality of information. Aim – This study aims to assess the influence of timeliness and information quality on customer satisfaction and loyalty, while also examining the mediating role of customer satisfaction on customer loyalty among international logistics service providers in Indonesia. Design/ Methodology/ Ap

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Zhou, Huizhuo, and Xiaoyu Xing. "Study on the Impact of Fresh Food E-Commerce Logistics Service Quality on Customer Satisfaction, Customer Trust, and Repurchase Intention." Korea International Trade Research Institute 18, no. 5 (2022): 19–35. http://dx.doi.org/10.16980/jiyc.22.5.202210.19.

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Purpose - This study is meaningful in providing strategic implications for improving the logistics service quality of fresh food e-commerce companies by empirically analyzing the impact of logistics service quality on customer satisfaction, customer trust, and repurchase intention. Design/Methodology/Approach - The study collected data on 285 customers with shopping experience on fresh food e-commerce platforms and verified with a structural equation model using AMOS 26.0. Findings - First, it was confirmed that the delivery quality, timeliness, and reliability of fresh food e-comm

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Sudrajat, Darjat. "Segmentasi Pasar Penyedia Jasa Logistik (Third Party Logistics) di Indonesia." Binus Business Review 1, no. 2 (2010): 332. http://dx.doi.org/10.21512/bbr.v1i2.1079.

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Market segmentation is fundamental in marketing strategy and the first step of market-based strategy preparation, to strengthen its marketing efficiency, and creating opportunities for sales growth and profits. This also applies to market segmentation logistics service providers (TPL - Third Party Logistics), the market is highly developed in the last decade, so that the logistics service providers has to develop marketing strategies properly. The purpose of this research is to gain a better understanding of different industries that exist today and map the needs of the logistics services of T

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Rahman, Nor Irwani Abdul, Amalina Mursidi, Julinawati Suanda, and Nurul Anis Amieza Sarifuddin. "Securely Delivered: Enhancing Customer Commitment Through Quality of Third-Party Service Logistics for Online Retail Platform." Malaysian Journal of Consumer and Family Economics 33, no. 1 (2024): 228–54. https://doi.org/10.60016/majcafe.v33.09.

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This study examines the influence of logistics service quality (LSQ) on customer satisfaction (CS) and customer commitment (CC) within the context of third-party logistics services in online retail platforms in Malaysia. Utilizing a purposive sampling approach, data were collected from 309 respondents via an electronic questionnaire, with 192 responses qualifying for statistical analysis. Employing PLS path modelling through SmartPLS 4.0 software, the study reveals significant positive relationships between operational quality (OQ) and CS, interactional quality (IQ) and CS, and CS and CC. Resu

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Karpun, Olga, and Volodymyr Marchuk. "Logistic approach to the segmentation of the company's customers as a basis for the formation of logistics services." Electronic Scientific Journal Intellectualization of Logistics and Supply Chain Management #1 2020 1, no. 15 (2022): 36–45. http://dx.doi.org/10.46783/smart-scm/2022-15-3.

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The article defines the essence of the logistics customer service concept, as a component of the service process, which makes it possible to ensure the necessary level of the customers’ needs satisfaction, while providing the minimum necessary level of costs and maximizing profit for the company. It was determined that the basis of the formation of logistics customer service is their segmentation or differentiation. A classic logistic approach to the differentiation of customers can be considered their division using ABC-XYZ analysis. At the same time, ABC analysis is usually carried out based

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Ogunnowo, Babatunde Enitan, and Salami Suberu Sule. "Measurement of Customer Perceptions of Logistics Service Quality." Jurnal Teknik Industri 22, no. 1 (2021): 43–56. http://dx.doi.org/10.22219/jtiumm.vol22.no1.43-56.

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Currently, logistics service providers experience a high increase in activity. It makes logistics service providers compete with each other in service quality. To be able to compete, logistics service providers need to measure customer perceptions on logistics service satisfaction. The results of measuring customer perceptions can be used to improve the quality of logistics services. This study attempted to measure customer perceptions of third-party logistics (3PL) service users by considering competitor performance factors. This study integrated the Customer Satisfaction Index (CSI) method a

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Phan, Bora, Ratha Long, Lyhorng Heng, and Tam Breng. "Logistic Service Quality Innovation: Unlocking Competitive Advantage in Supply Chain Management." Journal of Economics, Business, and Commerce 2, no. 1 (2025): 245–61. https://doi.org/10.69739/jebc.v2i1.667.

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As a way to facilitate the export and import of commodities in both developed and developing nations, logistics and transportation are playing a bigger role in international trade relations. In order to provide comprehensive information regarding logistics performance, services, and capacity, this study uses a logistic case study of Cambodia. Additionally, using structural equation model (SEM) analysis (β = 0.219, p-value = 0.005), this study employs the strategy structure performance framework to examine the elements influencing a firm's resource based approach, logistics service innovation c

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ИЗЮМОВА, Н. Ю., А. В. СМИРНОВА, and И. И. МУХИНА. "ASSESSMENT OF THE QUALITY OF LOGISTICS CUSTOMER SERVICE." Экономика и предпринимательство, no. 12(149) (May 21, 2023): 1007–11. http://dx.doi.org/10.34925/eip.2022.149.12.197.

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В статье представлена оценка качества логистического обслуживания клиентов. Проведен анализ показателей качества логистического обслуживания клиентов, а также предложен инструмент выявления причин снижения уровня логистического обслуживания клиентов с помощью GAP-анализа. Сформированы рекомендации по совершенствованию качества логистического обслуживания на основе выявленных проблем, которые предполагают формирование экспертной группы из числа постоянных клиентов, выбор и формулирование характеристик качества обслуживания, анкетирование данной группы экспертов и проведение расчетов. По результ

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Chen, Wei, and Candido Perez. "A Brief Analysis of Logistics Customer Service Management." LOGI – Scientific Journal on Transport and Logistics 14, no. 1 (2023): 309–16. http://dx.doi.org/10.2478/logi-2023-0028.

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Abstract The quality of customer service determines the survival and development of logistics enterprises. In the highly competitive e-commerce field, it is necessary to continuously improve the customer service management level of logistics enterprises, and the application of big data can optimize customer service management of logistics enterprises in e-commerce. This paper analyzes the reasons for the low customer service satisfaction with domestic logistics enterprises in China, and then puts forward how to optimize customer service management of logistics enterprises in ecommerce based on

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Ciechomski, Wieslaw, and Szymon Strojny. "Standardisation of Logistics Customer Service." EUROPEAN RESEARCH STUDIES JOURNAL XXV, Issue 2B (2022): 347–58. http://dx.doi.org/10.35808/ersj/2967.

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Dyczkowska, Joanna. "Logistics Management of Customer Service." Zeszyty Naukowe Uniwersytetu Szczecińskiego. Problemy Zarządzania, Finansów i Marketingu 41 (2015): 447–58. http://dx.doi.org/10.18276/pzfm.2015.41/2-36.

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Choi, Chung, and Young. "Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China." Sustainability 11, no. 20 (2019): 5626. http://dx.doi.org/10.3390/su11205626.

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This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representin

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Abusalma, Abdallah, Khaleel Ibrahim Al-Daoud, Suleiman Ibrahim Mohammad, and Asokan Vasudevan. "Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape." International Review of Management and Marketing 14, no. 6 (2024): 372–77. http://dx.doi.org/10.32479/irmm.17601.

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With digital platforms having proved to be a hub for service delivery, the drivers of customer satisfaction have become very important in ensuring improvement in service quality and retaining customers. This paper investigates the dimensions of electronic service quality that influence customer satisfaction in Jordan’s logistics and delivery service. The approach is quantitative, and data was collected through structured questionnaires from 436 logistics and delivery service users. The key measurement dimensions in the study will be reliability, ease of use, efficiency, privacy, and responsive

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Purwoko, Harry, Edi Abdurachman, and Euis Saribanon. "Analysis of the Effect of Customer Service Competencies in Improving International Freight Forwarding Performance." Jurnal Manajemen Pelayanan Publik 9, no. 1 (2025): 23–43. https://doi.org/10.24198/jmpp.v9i1.58965.

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The performance of Indonesia Logistics is at the lowest rank as per 2023 the Logistics Performance Index of the World Bank. This is due to the freight forwarder’s performance that does the export-import logistics. This research aims to analyze the impact of customer service competencies on improving the freight forwarder’s performance. This quantitative research with five constructs and 23 indicators is validated and proven reliable. The questionnaire was targeted at 210 customer service managers or supervisors in Jakarta to obtain strategic insights into customer service roles in achieving co

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Savitri, Gusti Ayu Made Hanny Dian, Erlinda Nusron Yunus, and Alain Widjanarko. "Unveiling The Impact of Logistics Service Quality On Customer Satisfaction and Demographic Factors As Moderator: Indonesia Quick Commerce Perspective." Jurnal Aplikasi Bisnis dan Manajemen 11, no. 2 (2025): 418. https://doi.org/10.17358/jabm.11.2.418.

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Background: Quick commerce is one of the biggest opportunities in the COVID-19 pandemic. In Indonesia, quick commerce has increased due to the trend of purchasing groceries online. Even though shopping activities are shifted online, customers still demand a service as excellent as they would order at a physical store.Purpose: This study aims to determine the factors of logistics service quality that improve customer satisfaction and examine the demographic factors that enhance the relationship between logistics service quality and customer satisfaction.Design/methodology/approach: This study e

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Nelly, Nelly, Hudiarto Hudiarto, and Rangga Yudhika. "Perancangan E-Customer Relationship Management Pada Pt Starsindo Logistics." ComTech: Computer, Mathematics and Engineering Applications 1, no. 2 (2010): 449. http://dx.doi.org/10.21512/comtech.v1i2.2392.

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Starsindo Logistics Inc. (SL) is a company in freight forwarding service. The problem in this company is less information provided to customers, especially about customer order status information. It is started from the departure of the EMKL truck until the standard time of customer container entering freight process. Therefore, it is needed to use the customer service application electronic-Customer Relationship Management (e-CRM), because it will ease to manage and control information flow about the customer order status. The research method is following rules in object oriented analysis and

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Bhattacharjya, Jyotirmoyee, Adrian Ellison, and Sonali Tripathi. "An exploration of logistics-related customer service provision on Twitter." International Journal of Physical Distribution & Logistics Management 46, no. 6/7 (2016): 659–80. http://dx.doi.org/10.1108/ijpdlm-01-2015-0007.

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Purpose – The success of e-retailers is intrinsically linked to the effectiveness of their logistics processes which, inevitably, involve third party service providers. As the most tangible representative of the e-retailers it is inevitable that customers expect the e-retailer to resolve delivery queries, including on social media platforms. The purpose of this paper is to investigate the effectiveness of e-retailers’ logistics-related customer service interactions on Twitter with a view towards identifying effective and ineffective social media customer service strategies. Design/methodology/

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Tokarski, Daniel, and Anna Dąbrowska. "The impact of logistics and marketing customer service on courier services." Scientific Papers of Silesian University of Technology. Organization and Management Series 2023, no. 178 (2023): 673–82. http://dx.doi.org/10.29119/1641-3466.2023.178.36.

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Purpose: The aim of the study was to analyze the importance of logistics and customer service marketing in courier services on the DHL platform. In addition, the scale of influence of the marketing of the courier company in question on consumer decisions is suspicious. Design/methodology/approach: The choice fell on the survey as a research method that gave the opportunity to analyze the researched problems from different perspectives, dealing with many issues at the same time, and also through the possibility of reaching more people from the research group. Findings: It has been shown that ac

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Stock, James R., and Douglas M. Lambert. "Becoming a “World Class” Company With Logistics Service Quality." International Journal of Logistics Management 3, no. 1 (1992): 73–81. http://dx.doi.org/10.1108/09574099210804822.

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A “world class” organization must provide high levels of logistics service quality to customers. Knowledge of customer expectations and an understanding of the firm's performance on logistics service attributes relative to competitors are vital to achieving service excellence. Research studies in four industries identify the most important logistics service attributes in business‐to‐business settings. There is consistency across industries in terms of the attributes considered most important by customers. Typically, vendors within an industry do not perform up to customer expectations, which p

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Xun, Wei, and Guo Ping Cheng. "Target Cost Incentive Model of Logistics Platform Based on Computer Evaluation System." Applied Mechanics and Materials 543-547 (March 2014): 4622–25. http://dx.doi.org/10.4028/www.scientific.net/amm.543-547.4622.

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Open logistics service platform based on computer evaluation system integrates the information resource of various logistics subsystem, utilizes analysis and evaluation function of information system to provide the best specific logistics solution for customer within the platform. In addition, the platform also updates the all the information by computer system in the logistic process and provides a appraise System in order to make the customer much easier to choose a better logistics servicer. This paper analyzed the open logistics service platforms functions and characteristics and establish

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Liu, Xingling. "Analysis of Logistics Customer Complaints Based on Grounded Theory." Frontiers in Business, Economics and Management 14, no. 2 (2024): 91–97. http://dx.doi.org/10.54097/a1tfph55.

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With the rapid development of e-commerce and the continuous expansion of the global market, the logistics industry is facing increasingly complex challenges in meeting consumer demand and improving service quality. In such a competitive environment, customer complaints have become one of the important indicators to evaluate the quality of logistics services and relationship maintenance. Customer complaints not only reflect customer dissatisfaction with the service, but may also hint at potential systemic problems and opportunities for improvement. In order to better improve logistics services,

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Sukati, Inda, Nur Elfi Husda, Yvonne Wangdra, Suhardi ., and Realize . "Logistics Service Quality and Customer Satisfaction: Evidence from Salalah Port Oman." Journal of Ecohumanism 3, no. 6 (2024): 1–20. http://dx.doi.org/10.62754/joe.v3i6.3887.

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Objective: This study aims to explore the influence of the dimensions of service quality provided by Port of Salalah on customer satisfaction. Design/methodology/approach: The study modifies the SERVQUAL model to examine service quality dimensions in the Port setting with five dimensions namely tangibles, empathy, reliability, responsiveness and assurance (TERRA) requirements. The data were collected based on a sample of 300 Salalah Port customers from the administrators that provided logistics services in ports through a questionnaire and analyzed using SPSS. Research Findings: In the case of

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Singh, Sanjit. "Effects of Service Recovery on Customer Satisfaction and Loyalty." ASM's international e-journal of ongoing research in management and IT 11 (January 8, 2016): 37–55. https://doi.org/10.5281/zenodo.3612350.

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<strong>ABSTRACT:</strong> <strong>Purpose –</strong> This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a B2b logistics environment. <strong>Design/methodology/approach –</strong> A conceptual framework encompassing the concepts of service recovery, communication, customer satisfaction and customer loyalty in Logistics firm setting is developed. A questionnaire is designed to focus on issues related to efforts made to investigate causes of service failure and to

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Qadir, Imran, and Amjad Ali. "Importance of Logistics Processes for Customer Service and Firm Performance: Evidence from Furniture Industry of Pakistan." Management:Journal of Sustainable Business and Management Solutions in Emerging Economies 22, no. 3 (2017): 27. http://dx.doi.org/10.7595/management.fon.2017.0026.

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Research Question: This study examines the relationship between logistics processes, customer service and firm performance in the furniture industry of Pakistan. Motivation: Furniture industry in Pakistan comprises small and medium enterprises wherein production is mainly labor intensive. Therefore, the current study also investigates the mediating role of manufacturing flexibility for the relationship of logistics processes and customer service. The paper applies the logistics models developed by Bowesox (1974), Green et al.(2008), and Tracey (1998) to furniture industry. Idea: The core idea

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Tiwong, Sunida, Erwin Rauch, Zuzana Šoltysová, and Sakgasem Ramingwong. "Industry 4.0 for Managing Logistic Service Providers Lifecycle." MATEC Web of Conferences 301 (2019): 00014. http://dx.doi.org/10.1051/matecconf/201930100014.

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Industry 4.0 (I4.0) can be employed using so called smart information and smart technology to increase customer satisfaction in the global market. Logistics service companies apply I4.0 to create new services or to improve the process, e.g., real-time monitoring system, big data analytics, real-time customer service to keep customer royalty. The aim of this is to implement a new framework for the entire lifecycle of logistics service, i.e., design, test and operation, after sales service and end-of-life assessment. To create and redesign this new service we use Axiomatic Design (AD) to address

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Gasing, Umar, Prasadja Ricardianto, Yosi Pahala, Yana Tatiana, and Sri Handayani. "Customer Relationship Management pada Perusahaan Pelayaran Nasional di Indonesia." Jurnal Manajemen Transportasi & Logistik (JMTRANSLOG) 10, no. 3 (2023): 249. http://dx.doi.org/10.54324/j.mtl.v10i3.1101.

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One of the companies in freight forwarding services in Indonesia is PT Pelayaran Lintas Harmoni. It provides custom clearance services, cargo shipments and goods delivery from abroad and domestic. Due to the pandemic, the company had lessen the goods distribution activities. In order to survive, the company should pay much more attention to the customer needs. This research aims to find out the direct and indirect effect of logistics service quality and customer relationship management through customers’ satisfaction to customers’ loyalty. The research used Path Analysis and Smart PLS as the a

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Gidener, Nazlı Gülfem, and Durmuş Ali Deveci. "An Analysis of Service Failures and Recovery Strategies in the Turkish Third Party Logistics Service Industry." Transactions on Maritime Science 9, no. 1 (2020): 35–50. http://dx.doi.org/10.7225/toms.v09.n01.003.

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Service literature indicates that both service failure and service recovery have a strong impact on the business relationships between service providers and their customers. The purpose of this research is twofold: to explore and analyze the most common service failures and implemented recovery strategies in Turkish third party logistics service industry and examine their impact on business relationships. Critical Incident Technique (CIT) was used. Thus, information on critical incidents were collected from both third party logistics service providers (3PLs) and their customers, failures and r

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Dwita, Febrisi, and Leony Agustine. "Creating Customer Satisfaction to Customer Loyalty: The Role of Service Quality in Every 'Moment of Truth'." Business and Entrepreneurial Review 23, no. 1 (2023): 51–68. http://dx.doi.org/10.25105/ber.v23i1.15481.

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This study aims to examine a model that evaluates the relationship between the moment of truth, service quality, and customer satisfaction on loyalty. This research was conducted at courier logistics in Bekasi City, West Java Province, Indonesia. This research was conducted from June 2022 to February 2023. The population in this study are customers who have used courier logistic services for an unknown number. This study used a simple random sampling technique and for the sample, 138 respondents participated, but only 98 completed questionnaires were deemed useable. The data analysis uses the

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Tuan, Nguyen Anh, and Nguyen Thi Vien Ly. "Factors affecting customers' satisfaction on service quality – the case of Duong Vy service trading limited company." Science & Technology Development Journal - Economics - Law and Management 4, no. 3 (2020): First. http://dx.doi.org/10.32508/stdjelm.v4i3.649.

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This study analyzes the factors affecting customer satisfaction about the service quality of businesses operating in the field of logistics, using the case study conducted at Duong Vy company. From the SERVQUAL model of Parasuraman, this study develops a model to measure the satisfaction of logistics service quality which consists of five factors, including (1) reliability, (2) responsiveness, (3) assurance, (4) empathy, and (5) tangibles. The study used quantitative methods (linear regression) to analyze data sets collected from 256 customers of Duong Vy to test the research hypotheses. The r

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Choi, Hee-Gyeong. "The Impact of Employee Service Quality of Freight Forwarding Companies on Customer Satisfaction and Loyalty." Global Convergence Research Academy 4, no. 2 (2025): 78–88. https://doi.org/10.57199/jgcr.2025.4.2.78.

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Freight forwarding companies employee are key players in the global supply chain, providing customized logistics services and effectively coordinating multiple modes of transportation and complex logistics flows. Due to the nature of this industry, the quality of service provided by employees at the point of contact with customers has a direct impact on customer perceptions and attitudes, and plays a key role in building customer satisfaction and long-term loyalty. This study empirically analyzed the impact of employee service quality on customer satisfaction and customer loyalty by surveying

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Dong, Dan-Qiu, and Moon-Hong Kim. "The Influence of China’s Express Logistics Service Quality on Customer Satisfaction under the Situation of COVID-19: Focused on the Moderating Effect of Government Control." Korean Logistics Research Association 32, no. 6 (2022): 87–100. http://dx.doi.org/10.17825/klr.2022.32.6.87.

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With the spread of COVID-19, China have taken the urban blockade policy, the express logistics industry is experiencing difficulties in achieving distribution. Even the daily necessities of customers are difficult to buy.This study finds out the determinants of the service quality of express logistics, proposes the determinants according to the characteristics of the era of COVID-19, and selects five factors, including rapidity, safety, economy, convenience, and accuracy. Through the operational definition of each factor, the questionnaire was made and distributed online for empirical analysis

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