Logistics Customer Satisfaction

What it measures

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.

Representative items

• What is your general impression of the service DLA provides? (1 = terrible, 5 = excellent)
• Which word best describes your feelings toward DLA? (1 = very dissatisfied, 5 = very satisfied)
• How satisfied are you with DLA service? (1 = very dissatisfied, 5 = very satisfied)

Citation

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.