Evaluating the service quality of third party logistics service provider using importance-performance analysis

The purpose of this research is to evaluate the service quality of third-party logistics providers and to prioritize which logistics service quality attributes to be improved. The LSQ scale developed by Mentzer is validated to obtain these attributes. By using the importance-performance analysis, it...

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Bibliographic Details
Main Author: Garside, Annisa Kesy
Format: Conference Proceeding
Language:English
Subjects:
Logistics management
Quality management
Online Access:Get full text
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Summary:The purpose of this research is to evaluate the service quality of third-party logistics providers and to prioritize which logistics service quality attributes to be improved. The LSQ scale developed by Mentzer is validated to obtain these attributes. By using the importance-performance analysis, it can be indicated that there are four attributes that should be improved immediately.
ISSN:0094-243X
1551-7616
DOI:10.1063/5.0185485