Logistics service quality: An importance-performance analysis of customer perception

Abstract

In the face of an increasingly competitive scenario in the services market, numerous researchers have searched for ways to distinguish which elements make up logistic service quality (LSQ) and how these lead to customer satisfaction. Set in a company in the Industrial Pole of Manaus, this study aimed to identify the perceptions of its customers about the dimensions of its logistics service quality. For this, an online survey composed of items related to the LSQ dimensions proposed by Mentzer et al. (2001) was applied and, aided by a non-parametric test of the distributions formed by the data, a strong association was found between Order Release Quantities, Ordering Procedures and Order Accuracy and the general satisfaction of the respondents. Furthermore, the use of the importance-performance matrix by Martilla and James (1977) made it possible to recommend improvements in handling lost goods and information on product availability.