IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v21y2015i3p289-309.html
   My bibliography  Save this article

An integration of SERVQUAL dimensions and logistics service quality indicators (A case study)

Author

Listed:
  • Reza Ahmadi Kahnali
  • Ahmad Esmaeili

Abstract

Although some studies have examined logistics service quality, most of them have not considered it specifically. The present study attempts to bring together five generic dimensions of SERVQUAL and the most emerging dimensions of service quality in the logistics industry in order to broaden the evaluation scale. Drawing on a real case, it intends to apply the gap analysis in two branches of the customs warehousing company. The collected data were analysed by SPSS 19 and the Wilcoxon and Mann Whitney U test results revealed that the expectations and perceptions of the customers did not match in all dimensions.

Suggested Citation

  • Reza Ahmadi Kahnali & Ahmad Esmaeili, 2015. "An integration of SERVQUAL dimensions and logistics service quality indicators (A case study)," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 21(3), pages 289-309.
    • Handle: RePEc:ids:ijsoma:v:21:y:2015:i:3:p:289-309
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=69650
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Anastasia D. Mitropoulou & Giannis T. Tsoulfas, 2021. "Using a Modified SERVQUAL Approach to Assess the Quality of Supply Chain Services in Greek Online Supermarkets," Logistics, MDPI, vol. 5(4), pages 1-17, October.
    2. Željko Stević & Irena Đalić & Dragan Pamučar & Zdravko Nunić & Slavko Vesković & Marko Vasiljević & Ilija Tanackov, 2019. "A new hybrid model for quality assessment of scientific conferences based on Rough BWM and SERVQUAL," Scientometrics, Springer;Akadémiai Kiadó, vol. 119(1), pages 1-30, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:21:y:2015:i:3:p:289-309. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.