Estimating the performance of the logistics services attributes influencing customer satisfaction in the field of refrigerated transport

Applying catastrophe progression method to evaluate the service quality of cold chain logistics

“…Kilibarda et al develop a modified SERVQUAL model for measuring the LSQ in freight forwarding companies [27]. Gajewska and Grigoroudis apply the integrated SERVQUAL model and ordered weighted averaging technique to evaluate the performance of logistics services in the refrigerated transport industry (from the perspective of refrigerated transport companies) [28]. Hemalatha et al develop a questionnaire based on the 5 dimensions of the original SERVQUAL model to evaluate the service quality of container terminal operators [29].…”

Impact of halal supplier service quality and staff readiness to adopt halal technology on halal logistics performance: a study of Indonesian halal meat supply chain

“…The service quality context emphasised in this study is halal suppliers' service quality with the characteristics of the halal logistic performance. Thus, the modified SERVQUAL scale dimensions by Gajewska and Grigoroudis (2017) are used to measure service quality in the context of logistics performance. These two-dimensional divisions are also used by , Mentzer et al (2004), andStank et al (2003) about their research in the manufacturing industry.…”

“…In this study, service quality refers to how well halal meat supplier provides their service that measures in two dimensions: information system availability and product availability. In contrast to the framework offered by Gajewska and Grigoroudis (2017) and whose research focus on the use of supplier service quality indicators on the dimensions of product availability and the availability of information systems on performance logistics in general, this paper focuses more on halal indicators on these two dimensions. Halal information system availability has an important role in connecting between supplier and customer.…”

Exploring the relationship between service quality of technology transfer offices and researchers’ patenting activity

“…These authors developed a quality measurement instrument that contains five dimensions-and a total of 22 items-which under the name of SERVQUAL evaluates the reliability, the characteristics, the response capacity, the security and the empathy of a service. The aforementioned works have been the starting point of many others that have analyzed the perception of customers/users in various industries such as healthcare (Mecev and Goles 2015;Jandavath and Byram 2016;Parmata et al 2016;Vryoni et al 2017), banking sector (Kumar et al 2018), insurance (Ghosh 2016), online shopping (Joo et al 2012), logistics and transportation (Gajewska and Grigoroudis 2017;Jahmani 2017). However, little research has been conducted in the specific domain of TTOs.…”