Literature review of physical delivery service quality: Type of research and research gap

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

The purpose of this paper is to present a literature review of Physical Delivery Service Quality (PDSQ) subject, especially within e-commerce context. The aim of the review is to identify types and area of researches conducted and to allocate research gap within the subject. This literature review is important for understanding what kind of attention the researchers had given to the subject in effort to support the e-commerce fast development in the recent years. Research for the literature review was conducted by doing content analysis on papers with title "Physical Delivery Service Quality" in various journals. Prior to the analysis was a criteria development based on empirical experience on factors that build the quality? The literature research found out that research focuses are vary, however most of the researches were focusing on customer satisfaction on the delivery quality as the basis for their researches. This findings lead to the conclusion that more researches are needed to understand delivery quality from more holistcs perspective. The conclusion of this literature review open up further research opportunities in physical delivery service quality within e-commerce context.

Original languageEnglish
Title of host publication6th International Conference on Industrial Engineering and Operations Management in Kuala Lumpur, IEOM 2016
PublisherIEOM Society
Pages2452-2453
Number of pages2
ISBN (Print)9780985549749
Publication statusPublished - 1 Jan 2016
Event6th International Conference on Industrial Engineering and Operations Management in Kuala Lumpur, IEOM 2016 - Kuala Lumpur, Malaysia
Duration: 8 Mar 201610 Mar 2016

Publication series

NameProceedings of the International Conference on Industrial Engineering and Operations Management
Volume8-10 March 2016
ISSN (Electronic)2169-8767

Conference

Conference6th International Conference on Industrial Engineering and Operations Management in Kuala Lumpur, IEOM 2016
CountryMalaysia
CityKuala Lumpur
Period8/03/1610/03/16

Keywords

  • E-commerce
  • Physical Delivery Quality Service (PDSQ)
  • Research gap
  • Types of research

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  • Cite this

    Benarto, C. L., Zagloel, T. Y. M., & Hidayatno, A. (2016). Literature review of physical delivery service quality: Type of research and research gap. In 6th International Conference on Industrial Engineering and Operations Management in Kuala Lumpur, IEOM 2016 (pp. 2452-2453). (Proceedings of the International Conference on Industrial Engineering and Operations Management; Vol. 8-10 March 2016). IEOM Society.