Order Accuracy

What it measures

Order accuracy reflects customers' perceptions of the degree to which received shipments correctly correspond to their original orders. The construct captures the absence of errors in item type, quantity, and substitution — assessing whether the logistics service provider reliably fulfils orders as specified. Within the LSQ process model, order accuracy is conceptualised as an order-receipt dimension driven by upstream order-placement activities, and in turn influencing order discrepancy handling and timeliness perceptions.

Representative items

• Shipments rarely contain the wrong items.
• Shipments rarely contain an incorrect quantity.
• Shipments rarely contain substituted items.

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.