Logistic service quality as a mediator between logistics capabilities and customer satisfaction

Abstract

Purpose A way that companies have found to respond to the challenges of customer satisfaction (CS) is the development logistics services quality. In this sense, the purpose of this paper is to estimate the quality of logistical service as a mediator factor in the relationship between logistics capabilities (LC) and CS. For this, an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Design/methodology/approach In order to respond to the research problem and to meet the stated objective, a study was carried out in two phases. The first used an exploratory qualitative design, and involved recorded in-depth interviews with five clients and five managers of a lubricant oil producer located in the municipality of Umuarama and nearby areas in Paraná state, Brazil. The second used an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. Findings The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Research limitations/implications It is suggested that new studies be conducted in order to increase the size of the sample, since the number of responses obtained (117 respondents), for the number of initial variables (34 measures). Practical implications In the pursuit of CS, the managers of lubricant oil producers should make major investments in LC, to enable the company to be active in the search for logistics solutions, integration and provision of reliable information to its customers. Social implications The studies should also be carried out in other market segments, in order to compare the results obtained in the lubricating oil segment of Brazil and corroborate knowledge about the influence of logistical capabilities on the relation between logistics service quality and CS. Originality/value The logistics services quality perceived by the customers is derived from the service capacity of the producer’s employees and the quality of information provided to the customers.

Influence of Logistic Service Reliability Capability on Firm Performance in Kenya

“…The findings are also consistent with that of (Yang et al, 2009) which established that liner manufacturing firms' logistics service reliability capability can significantly lead to superior performance. In this study the attributes of logistic service reliability capability had a positive influence on firm performance were speed of service delivery, logistic solutions and reverse logistic operations which concurs with studies elsewhere (Fernandes et al, 2018). While the least attribute that affected firm performance was service provision, follow up on service delivered and client services quality scores suggesting that clients were not satisfied with the quality of services provided by these firms.…”

“…The dependent variable was firm performance measured using subjective measures of sales volume, profits, market share, customer satisfaction, customer loyalty and new products over the past three years as described in previous research studies (Farris et al, 2010;Santos & Brito, 2012;Hill & Alexander, 2017). The independent variable was logistic service reliability capability was measured based on literature from previously published method (Fernandes et al, 2018). To reduce the effects of confounding variables, the study included two control variables vis: firm size and firm age.…”

“…There are a number of attributes that define logistic service reliability capability within the firms, which may differ among across several organizations. The widely reported attributes of logistic service reliability capabilities include: firm reviews of service provision, client services quality scores, follow ups on service delivered, reverse logistic operations, speed of service delivery and logistic solutions, among others (Yang et al, 2016;Fernandes et al, 2018).…”

Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

“…The positive impact of logistics service on satisfying customers was commonly recognized by (Fernandes et al, 2018;J. Lin, Chen, Kawamura, & Economics, 2016;Ocicka et al, 2016;D.…”

“…Archer and Wesolowsky (1996) suggested that service quality and product quality are all of equal importance in affecting customer satisfaction. Fernandes, Moori, and Vitorino Filho (2018) found that logistic service quality was the main variable for customer satisfaction. By evaluating a revised satisfaction and service quality model, Utomo and Rahmawati (2020) studied the link between LSQ and satisfaction.…”