SERVQUAL Model to Measure the Service Quality of Logistics Operators
Abstract
Service quality is fundamental for distribution logistics operators who want to enjoy good consumer perception and thus differentiate themselves from others. Multiple models (mainly from China and Korea) can be used to measure consumer’s perception of these services, but the SERVQUAL model stands out among them. This article presents a systematic review of the literature (published from 2010 to 2021) about the SERVQUAL model employed to measure the service quality of distribution logistics operators. This model enables logistics companies to find strategies to promote their growth. The PRISMA methodology was adopted for this literature review. Information about studies, authors, and countries that have investigated the SERVQUAL model was obtained from three research databases: Web of Science, ScienceDirect, and Redalyc. This review found twelve research papers that have analyzed public transport (Redalyc), distribution in customer service (ScienceDirect), and the evaluation of logistics companies (Web of Science). These findings are concentrated in Europe, Asia, and Latin America and in goods transported by sea—which creates a research gap and a framework for future studies.
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