• ISSN: 2010-023X
    • Frequency: Bimonthly
    • DOI: 10.18178/IJTEF
    • Editor-in-Chief: Prof.Tung-Zong (Donald) Chang
    • Executive Editor: Ms. Cherry L. Chen
    • Abstracting/ Indexing: Engineering & Technology Digital Library, ProQuest, Crossref, Electronic Journals Library , EBSCO, and Ulrich's Periodicals Directory
    • E-mail: ijtef@ejournal.net
IJTEF 2012 Vol.3(4): 257-261 ISSN: 2010-023X
DOI: 10.7763/IJTEF.2012.V3.210

The Moderating Effect of Local VS. Foreign Courier Service Providers on Logistic Service Quality (LSQ)

Jessica Sze Yin Ho, Derek Ong Lai Teik, Felicia Tiffany, Loong Fatt Kok, and Tat Yang Teh
Abstract—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 Multiple regression analysis based on 200 respondents indicated that ‘timeliness’ has been replaced by ‘condition/accuracy of order’ as the priority for courier services’ customers.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.

Index Terms—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. (e-mail: jessicah@sunway.edu.my).

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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.

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