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

Authors: Reza Ahmadi Kahnali; Ahmad Esmaeili

Addresses: Department of Humanities, Hormozgan University, Bandar Abbas, Iran ' Department of Humanities, Hormozgan University, Bandar Abbas, Iran

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.

Keywords: customs warehousing; logistics services; SERVQUAL; service quality; public warehousing; case study; gap analysis; customer expectations; customer perceptions.

DOI: 10.1504/IJSOM.2015.069650

International Journal of Services and Operations Management, 2015 Vol.21 No.3, pp.289 - 309

Received: 09 Jan 2014
Accepted: 07 Mar 2014
Published online: 29 May 2015 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article