Logistic service quality as a mediator between logistics capabilities and customer satisfaction
Purpose - A way that companies have found to respond to the challenges of customer satisfaction (CS) is the development logistics services quality. In this sense, the purpose of this paper is to estimate the quality of logistical service as a mediator factor in the relationship between logistics cap...
| Main Authors: | , , |
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| Format: | Article |
| Language: | Portuguese |
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Emerald Publishing
2018-10-01
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| Series: | REGE Revista de Gestão |
| Subjects: | |
| Online Access: | https://www.emeraldinsight.com/doi/pdfplus/10.1108/REGE-01-2018-0015 |
| _version_ | 1828402279318814720 |
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| author | Daniel Winter Fernandes Roberto Giro Moori Valdir Antonio Vitorino Filho |
| author_facet | Daniel Winter Fernandes Roberto Giro Moori Valdir Antonio Vitorino Filho |
| author_sort | Daniel Winter Fernandes |
| collection | DOAJ |
| description | Purpose - A way that companies have found to respond to the challenges of customer satisfaction (CS) is the development logistics services quality. In this sense, the purpose of this paper is to estimate the quality of logistical service as a mediator factor in the relationship between logistics capabilities (LC) and CS. For this, an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Design/methodology/approach - In order to respond to the research problem and to meet the stated objective, a study was carried out in two phases. The first used an exploratory qualitative design, and involved recorded in-depth interviews with five clients and five managers of a lubricant oil producer located in the municipality of Umuarama and nearby areas in Paraná state, Brazil. The second used an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. Findings - The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Research limitations/implications - It is suggested that new studies be conducted in order to increase the size of the sample, since the number of responses obtained (117 respondents), for the number of initial variables (34 measures). Practical implications - In the pursuit of CS, the managers of lubricant oil producers should make major investments in LC, to enable the company to be active in the search for logistics solutions, integration and provision of reliable information to its customers. Social implications - The studies should also be carried out in other market segments, in order to compare the results obtained in the lubricating oil segment of Brazil and corroborate knowledge about the influence of logistical capabilities on the relation between logistics service quality and CS. Originality/value - The logistics services quality perceived by the customers is derived from the service capacity of the producer’s employees and the quality of information provided to the customers. |
| first_indexed | 2024-12-10T09:58:26Z |
| format | Article |
| id | doaj.art-0f8cd567cf8945398289d9185841b78e |
| institution | Directory Open Access Journal |
| issn | 1809-2276 2177-8736 |
| language | Portuguese |
| last_indexed | 2024-12-10T09:58:26Z |
| publishDate | 2018-10-01 |
| publisher | Emerald Publishing |
| record_format | Article |
| series | REGE Revista de Gestão |
| spelling | doaj.art-0f8cd567cf8945398289d9185841b78e2022-12-22T01:53:24ZporEmerald PublishingREGE Revista de Gestão1809-22762177-87362018-10-0125435837210.1108/REGE-01-2018-0015613070Logistic service quality as a mediator between logistics capabilities and customer satisfactionDaniel Winter Fernandes0Roberto Giro Moori1Valdir Antonio Vitorino Filho2Programa de Pós-Graduação em Administração de Empresas, Universidade Presbiteriana Mackenzie, Sao Paulo, BrazilPrograma de Pós-Graduação em Administração de Empresas, Universidade Presbiteriana Mackenzie, Sao Paulo, BrazilPrograma de Pós-Graduação em Administração de Empresas, Universidade Presbiteriana Mackenzie, Sao Paulo, BrazilPurpose - A way that companies have found to respond to the challenges of customer satisfaction (CS) is the development logistics services quality. In this sense, the purpose of this paper is to estimate the quality of logistical service as a mediator factor in the relationship between logistics capabilities (LC) and CS. For this, an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Design/methodology/approach - In order to respond to the research problem and to meet the stated objective, a study was carried out in two phases. The first used an exploratory qualitative design, and involved recorded in-depth interviews with five clients and five managers of a lubricant oil producer located in the municipality of Umuarama and nearby areas in Paraná state, Brazil. The second used an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. Findings - The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Research limitations/implications - It is suggested that new studies be conducted in order to increase the size of the sample, since the number of responses obtained (117 respondents), for the number of initial variables (34 measures). Practical implications - In the pursuit of CS, the managers of lubricant oil producers should make major investments in LC, to enable the company to be active in the search for logistics solutions, integration and provision of reliable information to its customers. Social implications - The studies should also be carried out in other market segments, in order to compare the results obtained in the lubricating oil segment of Brazil and corroborate knowledge about the influence of logistical capabilities on the relation between logistics service quality and CS. Originality/value - The logistics services quality perceived by the customers is derived from the service capacity of the producer’s employees and the quality of information provided to the customers.https://www.emeraldinsight.com/doi/pdfplus/10.1108/REGE-01-2018-0015Logistics service qualityConsumer satisfaction |
| spellingShingle | Daniel Winter Fernandes Roberto Giro Moori Valdir Antonio Vitorino Filho Logistic service quality as a mediator between logistics capabilities and customer satisfaction REGE Revista de Gestão Logistics service quality Consumer satisfaction |
| title | Logistic service quality as a mediator between logistics capabilities and customer satisfaction |
| title_full | Logistic service quality as a mediator between logistics capabilities and customer satisfaction |
| title_fullStr | Logistic service quality as a mediator between logistics capabilities and customer satisfaction |
| title_full_unstemmed | Logistic service quality as a mediator between logistics capabilities and customer satisfaction |
| title_short | Logistic service quality as a mediator between logistics capabilities and customer satisfaction |
| title_sort | logistic service quality as a mediator between logistics capabilities and customer satisfaction |
| topic | Logistics service quality Consumer satisfaction |
| url | https://www.emeraldinsight.com/doi/pdfplus/10.1108/REGE-01-2018-0015 |
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