Identifying Critical Logistics Service Quality Factors in Third Party Logistics Industry in Jordan: Implications for Managerial Decisions
Third-party logistics (3PL) service providers are striving to improve the level of services provided to their customers since the competition is rising in 3PL industry. One of the most important sources of information for 3PL companies in making their managerial decisions is the perspective of their customers. This valuable information provide guidance for improving logistics service quality (LSQ) levels in the context of 3PL industry in Jordan. Therefore, the study suggested a managerial tool that guides 3PL companies in making improvements for their LSQ factors based on a quadrant analysis using two main dimensions: LSQ declared importance and LSQ inferred importance. Moreover, the data were collected through conducting a survey on Business-to-Business (B2B) customers of 3PLs in Jordan. The results showed that the following LSQ factors are crucial and therefore need to be maintained by 3PL service providers in the Jordanian market: timeliness/responsiveness, ordering procedures, information quality and personnel contact quality while other LSQ factors differ in their importance from the perspective of 3PL service providers’ customers.
Keywords - Logistics Service Quality, 3PL, Quadrant Analysis, Third-Party Logistics