Logistics Service Quality in E-commerce Systems
Summary
Logistics Service Quality (LSQ) in e-commerce encompasses the reliability, responsiveness and flexibility of order fulfilment, inventory management and delivery processes that underpin online retail. In a system where purchase decisions hinge on prompt and transparent fulfilment, LSQ is a critical determinant of customer satisfaction, repeat purchasing and brand reputation. Key dimensions include delivery accuracy, timeliness, communication clarity, return handling and the integrity of goods. With the proliferation of global fulfilment networks and omni-channel retail, firms must integrate advanced forecasting, real-time tracking and dynamic routing to meet diverse customer expectations. The rise of last-mile delivery challenges, particularly in densely populated urban areas and remote rural regions, has driven innovation in micro-fulfilment centres, crowd-sourced couriers and locker networks. Meanwhile, environmental concerns have elevated the role of sustainable logistics practices, prompting e-tailers to optimise vehicle utilisation, adopt low-emission fleets and consolidate shipments. Ultimately, high-quality logistics services not only reduce operational costs and waste but also foster long-term customer loyalty and competitive differentiation in a crowded digital marketplace.
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Logistics Service Quality in E-commerce Systems publication trend
The graph below shows the total number of articles in logistics service quality in e-commerce systems across all publications each year (not limited to Nature Index journals).
Technical terms
Logistics Service Quality (LSQ): A composite measure of performance across reliability, responsiveness, assurance, empathy and tangible aspects of logistics operations.
Last Mile Delivery: The final stage of the distribution process, moving items from a transportation hub to the end customer’s location, where speed and accuracy are critical.
SERVQUAL Model: A diagnostic tool for assessing service quality through the gap between customer expectations and perceptions across five dimensions.
Sustainable Logistics Service Quality (SLSQ): An extension of LSQ that incorporates environmental, social and governance criteria to evaluate the broader impact of logistics services.
References
- Measuring Logistics Service Quality Using the SERVQUAL Model. Journal of Intelligent Management Decision (2023).
- Does delivery service differentiation matter? Comparing rural to urban e-consumer satisfaction and retention. Journal of Business Research (2022).
- Assessing the impact of sustainable logistics service quality on relationship quality: Survey-based evidence in Egypt. Cleaner Logistics and Supply Chain (2022).
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