SERVQUAL Model to Measure the Service Quality of Logistics Operators
| dc.creator | Mohedano Torres, Enrique de Jesús | |
| dc.creator | Echeverría Ríos, Osiris María | |
| dc.creator | Martínez Hernández, Mizraim | |
| dc.creator | Lezama León, Myrna Hortencia | |
| dc.date | 2023-01-30 | |
| dc.date.accessioned | 2025-10-01T23:48:58Z | |
| dc.description | Service quality is fundamental for distribution logistics operators who want to enjoy good consumer perception and thus differentiate themselves from others. Multiple models (mainly from China and Korea) can be used to measure consumer’s perception of these services, but the SERVQUAL model stands out among them. This article presents a systematic review of the literature (published from 2010 to 2021) about the SERVQUAL model employed to measure the service quality of distribution logistics operators. This model enables logistics companies to find strategies to promote their growth. The PRISMA methodology was adopted for this literature review. Information about studies, authors, and countries that have investigated the SERVQUAL model was obtained from three research databases: Web of Science, ScienceDirect, and Redalyc. This review found twelve research papers that have analyzed public transport (Redalyc), distribution in customer service (ScienceDirect), and the evaluation of logistics companies (Web of Science). These findings are concentrated in Europe, Asia, and Latin America and in goods transported by sea—which creates a research gap and a framework for future studies. | en-US |
| dc.description | La calidad de servicio en los operadores logísticos de distribución es parte fundamental de cualquier empresa que desea tener una buena percepción del consumidor y poder así diferenciarse de las demás. Para medir la percepción del consumidor de dichos servicios, se identifican diversos modelos en las investigaciones de algunos países, principalmente China y Corea, entre el que se destaca el modelo SERVQUAL. Por lo tanto, el propósito fundamental de esta investigación fue realizar una revisión sistemática de la literatura, con el fin de hacer énfasis a los estudios efectuados con el modelo SERVQUAL para medir la calidad de servicio en los operadores logísticos de distribución, permitiéndoles a estos buscar estrategias que fomenten el crecimiento de la propia empresa, considerando un periodo de 2010 a 2021. Lo anterior se hizo mediante la utilización de la metodología PRISMA. Cabe resaltar, además, como un aporte importante para el contexto metodológico, que la información de los estudios y los autores que abordan el modelo, así como la de los países donde se ha investigado, se obtuvo de las bases de datos de Web of Science, Science direct y Redalyc. Por lo tanto, como resultado se encuentran doce artículos relacionados con el análisis del transporte público (Redalyc), distribución en servicio al cliente (Science Direct) y la evaluación de empresas de servicios logísticos (Web of Science), encontrándose la aplicación del Modelo SERVQUAL con otros métodos (FAHP, TOPSIS, Delphi-Fuzzy PIPRECIA). Estos hallazgos se concentran en Europa, Asia y Latinoamérica, en el transporte de bienes vía marítima, lo que provee de un vacío en las investigaciones y un marco para desarrollar futuros estudios. | es-ES |
| dc.format | application/pdf | |
| dc.format | application/zip | |
| dc.format | text/xml | |
| dc.format | text/html | |
| dc.identifier | https://revistas.itm.edu.co/index.php/revista-cea/article/view/2234 | |
| dc.identifier | 10.22430/24223182.2234 | |
| dc.identifier.uri | https://hdl.handle.net/20.500.12622/7085 | |
| dc.language | spa | |
| dc.publisher | Instituto Tecnológico Metropolitano - ITM | es-ES |
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| dc.rights | Derechos de autor 2023 Enrique de Jesús Mohedano Torres, Osiris María Echeverría Ríos, Mizraim Martínez Hernández, Myrna Hortencia Lezama León | es-ES |
| dc.rights | http://creativecommons.org/licenses/by-nc-sa/4.0 | es-ES |
| dc.source | Revista CEA; Vol. 9 No. 19 (2023); e2234 | en-US |
| dc.source | Revista CEA; Vol. 9 Núm. 19 (2023); e2234 | es-ES |
| dc.source | 2422-3182 | |
| dc.source | 2390-0725 | |
| dc.subject | SERVQUAL model | en-US |
| dc.subject | service quality | en-US |
| dc.subject | logistics operator | en-US |
| dc.subject | consumer perception | en-US |
| dc.subject | systematic literature review | en-US |
| dc.subject | Modelo SERVQUAL | es-ES |
| dc.subject | calidad de servicio | es-ES |
| dc.subject | operador logístico | es-ES |
| dc.subject | percepción del consumidor | es-ES |
| dc.subject | revisión sistemática de la literatura | es-ES |
| dc.title | SERVQUAL Model to Measure the Service Quality of Logistics Operators | en-US |
| dc.title | Modelo SERVQUAL para medir la calidad en el servicio en operadores logísticos | es-ES |
| dc.type | info:eu-repo/semantics/article | |
| dc.type | info:eu-repo/semantics/publishedVersion |
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