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

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.