—In the courier services industry, service quality is
among the most crucial factors for customer satisfaction. This
paper applies the Logistic Service Quality (LSQ) model, using
variables which include ‘timeliness’, ‘condition/accuracy of
order’, ‘quality of information’, and ‘availability/quality of
personnel’ in determining the most effective dimension for
providing sound service quality to achieve customer satisfaction
under the current market conditions. Multiple regression
analysis based on 200 respondents indicated that ‘timeliness’
has been replaced by ‘condition/accuracy of order’ as the
priority for courier services’ customers. The impact of the shift
from ‘timeliness’ to ‘condition/accuracy of order’ and areas to
cover in the future are discussed. Additionally, this paper also
explored the moderation effect of foreign and local logistics
service providers in influencing the relationship between LSQ
and customer satisfaction. Findings show that LSQ perceptions
were different for local and foreign companies. This difference
in LSQ perceptions eventually affects customer satisfaction.
—Logistic Service Quality (LSQ), Customer
Satisfaction, Courier Services.
The authors are with Sunway University Business School, No. 5, Jalan
Universiti, Bandar Sunway, 46150 Petaling Jaya, Selangor, Malaysia.
Cite:Jessica Sze Yin Ho, Derek Ong Lai Teik, Felicia Tiffany, Loong Fatt Kok, and Tat Yang Teh, "The Moderating Effect of Local VS. Foreign Courier Service Providers on Logistic Service Quality (LSQ)," International Journal of Trade, Economics and Finance vol.3, no.4, pp. 257-261, 2012.