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.
5-point Likert-like scale (1 = strongly disagree, 5 = strongly agree)
Full scale items shown. Always cite the original source when using this scale in research.
CR = .87–.89 across four customer segments; AVE = 68%–73%. 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.
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