Logistics customer satisfaction is a summary measure of customers' overall evaluative response to the service provided by their logistics supplier. The construct aggregates customers' general impressions, affective feelings, and self-reported satisfaction levels into a global assessment of supplier service performance. In the LSQ process model, satisfaction is the terminal outcome driven most consistently by ordering procedures, with order discrepancy handling and personnel contact quality also significant in certain segments.
5-point scale (SA1: 1 = terrible, 5 = excellent; SA2–SA3: 1 = very dissatisfied, 5 = very satisfied)
Full scale items shown. Always cite the original source when using this scale in research.
CR = .92 and AVE = 80% across all four customer segments — highly stable psychometric properties. Mixed response anchors across items (see fmt field). Items reference 'DLA' (Defense Logistics Agency) and require wording adaptation for other logistics service provider contexts, as noted by the authors. Validated via multisample CFA demonstrating measurement invariance across four DLA customer segments: general merchandise (n = 1,765), textiles and clothing (n = 446), electronics (n = 530), and construction supplies (n = 215). All psychometric values are composite reliability (CR) and average variance extracted (AVE) — Cronbach's α not reported.
Mentzer, J. T., Flint, D. J., & Hult, G. T. M. (2001). Logistics service quality as a segment-customized process. Journal of Marketing, 65(4), 82–104.
Free access to 2455+ psychometric scales at PsychScales