Exploring relationships between service quality dimensions and customers satisfaction: empirical study in context to Indian logistics service providers

Purpose This study aims to identify service quality dimensions for logistics providers (LSPs) and examine their relationships with customer satisfaction loyalty. Design/methodology/approach Service are identified from vast literature review. Customers who take services LSPs were surveyed collect data on basis of developed survey instrument. Structural Equation Modelling (SEM) is applied test the proposed research hypotheses. Findings The shows that all five constructs, i.e. “Operational Quality”, “Resource “Information “Personnel Contact Quality” “Customization Innovation have direct relationship satisfaction. They also indirect loyalty, implying full mediation Practical implications results suggest (LSQ) can be measured multi-dimensionally. It provides clear improvement quality. present work expected useful both, organizations, which LSPs. develop strategies improve findings this study. Originality/value will help in extending existing context