{"id":"https://openalex.org/W1771276609","doi":"https://doi.org/10.1504/ijsom.2015.069650","title":"An integration of SERVQUAL dimensions and logistics service quality indicators (A case study)","display_name":"An integration of SERVQUAL dimensions and logistics service quality indicators (A case study)","publication_year":2015,"publication_date":"2015-01-01","ids":{"openalex":"https://openalex.org/W1771276609","doi":"https://doi.org/10.1504/ijsom.2015.069650","mag":"1771276609"},"language":"en","primary_location":{"id":"doi:10.1504/ijsom.2015.069650","doi":"https://doi.org/10.1504/ijsom.2015.069650","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijsom.2015.069650","pdf_url":null,"source":{"id":"https://openalex.org/S178202027","display_name":"International Journal of Services and Operations Management","issn_l":"1744-2370","issn":["1744-2370","1744-2389"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","poland-20","russia-white-list-2"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Services and Operations Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5025831953","display_name":"Reza Ahmadi Kahnali","orcid":"https://orcid.org/0000-0002-6880-1993","observed_orcids":["https://orcid.org/0000-0002-6880-1993"]},"institutions":[{"id":"https://openalex.org/I4210088809","display_name":"University of Hormozgan","ror":"https://ror.org/003jjq839","country_code":"IR","type":"education","lineage":["https://openalex.org/I4210088809"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Reza Ahmadi Kahnali","raw_affiliation_strings":["Department of Humanities, Hormozgan University, Bandar Abbas, Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Humanities, Hormozgan University, Bandar Abbas, Iran","institution_ids":["https://openalex.org/I4210088809"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5045283370","display_name":"Ahmad Esmaeili","orcid":"https://orcid.org/0000-0001-5129-5089","observed_orcids":["https://orcid.org/0000-0001-5129-5089"]},"institutions":[{"id":"https://openalex.org/I4210088809","display_name":"University of Hormozgan","ror":"https://ror.org/003jjq839","country_code":"IR","type":"education","lineage":["https://openalex.org/I4210088809"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Ahmad Esmaeili","raw_affiliation_strings":["Department of Humanities, Hormozgan University, Bandar Abbas, Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Humanities, Hormozgan University, Bandar Abbas, Iran","institution_ids":["https://openalex.org/I4210088809"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4210088809"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":20,"citation_normalized_percentile":{"value":0.11580809,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"21","issue":"3","first_page":"289","last_page":"289"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9818999767303467,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9818999767303467,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.005799999926239252,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14121","display_name":"Business Logistics and Inventory Control","score":0.0034000000450760126,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.871999979019165},{"id":"https://openalex.org/keywords/logistics-service-quality","display_name":"logistics service quality","score":0.9829999804496765},{"id":"https://openalex.org/keywords/quality-of-service-indicators","display_name":"service quality indicators","score":0.8230000138282776},{"id":"https://openalex.org/keywords/gap-analysis","display_name":"gap analysis","score":0.7429999709129333},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.7459999918937683},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.8690000176429749}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.9445033073425293},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7096571922302246},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6139641404151917},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.532959520816803},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.516305148601532},{"id":"https://openalex.org/C2777267654","wikidata":"https://www.wikidata.org/wiki/Q3519023","display_name":"Test (biology)","level":2,"score":0.5114859342575073},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5112311840057373},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5105656385421753},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.4564738869667053},{"id":"https://openalex.org/C206041023","wikidata":"https://www.wikidata.org/wiki/Q1751970","display_name":"Wilcoxon signed-rank test","level":3,"score":0.41391342878341675},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3692066967487335},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3315478265285492},{"id":"https://openalex.org/C12868164","wikidata":"https://www.wikidata.org/wiki/Q1424533","display_name":"Mann\u2013Whitney U test","level":2,"score":0.20836180448532104},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.11192041635513306},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.08560323715209961},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.08148929476737976},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.0659227967262268},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C58640448","wikidata":"https://www.wikidata.org/wiki/Q42515","display_name":"Cartography","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1504/ijsom.2015.069650","doi":"https://doi.org/10.1504/ijsom.2015.069650","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijsom.2015.069650","pdf_url":null,"source":{"id":"https://openalex.org/S178202027","display_name":"International Journal of Services and Operations Management","issn_l":"1744-2370","issn":["1744-2370","1744-2389"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1","poland-20","russia-white-list-2"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Services and Operations Management","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:ids:ijsoma:v:21:y:2015:i:3:p:289-309","doi":null,"is_oa":false,"landing_page_url":"http://www.inderscience.com/link.php?id=69650","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":30,"referenced_works":["https://openalex.org/W1544073738","https://openalex.org/W1689771227","https://openalex.org/W1968674087","https://openalex.org/W1976472104","https://openalex.org/W1978125974","https://openalex.org/W1990601716","https://openalex.org/W1993734218","https://openalex.org/W2004221525","https://openalex.org/W2007475679","https://openalex.org/W2014672052","https://openalex.org/W2020087624","https://openalex.org/W2026368098","https://openalex.org/W2030762340","https://openalex.org/W2030947858","https://openalex.org/W2050539745","https://openalex.org/W2055192033","https://openalex.org/W2055231197","https://openalex.org/W2060567537","https://openalex.org/W2071273454","https://openalex.org/W2078290219","https://openalex.org/W2086006888","https://openalex.org/W2104792107","https://openalex.org/W2132590759","https://openalex.org/W2151316595","https://openalex.org/W2244147986","https://openalex.org/W2252704847","https://openalex.org/W2341974560","https://openalex.org/W2343864454","https://openalex.org/W2611897969","https://openalex.org/W3167260341"],"related_works":["https://openalex.org/W4387573169","https://openalex.org/W2730959014","https://openalex.org/W3199805366","https://openalex.org/W6999105131","https://openalex.org/W7218227530","https://openalex.org/W1979890746","https://openalex.org/W7160788963","https://openalex.org/W2363761845","https://openalex.org/W4360871729","https://openalex.org/W1585778616"],"abstract_inverted_index":{"Although":[0],"some":[1],"studies":[2],"have":[3,11],"examined":[4],"logistics":[5,38],"service":[6,34],"quality,":[7],"most":[8,30],"of":[9,26,33,62,90],"them":[10],"not":[12,94],"considered":[13],"it":[14,52],"specifically.":[15],"The":[16,67],"present":[17],"study":[18],"attempts":[19],"to":[20,42,54],"bring":[21],"together":[22],"five":[23],"generic":[24],"dimensions":[25,32],"SERVQUAL":[27],"and":[28,75,78,88],"the":[29,37,44,56,63,76,86,91],"emerging":[31],"quality":[35],"in":[36,40,59,96],"industry":[39],"order":[41],"broaden":[43],"evaluation":[45],"scale.":[46],"Drawing":[47],"on":[48],"a":[49],"real":[50],"case,":[51],"intends":[53],"apply":[55],"gap":[57],"analysis":[58],"two":[60],"branches":[61],"customs":[64],"warehousing":[65],"company.":[66],"collected":[68],"data":[69],"were":[70],"analysed":[71],"by":[72],"SPSS":[73],"19":[74],"Wilcoxon":[77],"Mann":[79],"Whitney":[80],"U":[81],"test":[82],"results":[83],"revealed":[84],"that":[85],"expectations":[87],"perceptions":[89],"customers":[92],"did":[93],"match":[95],"all":[97],"dimensions.":[98]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":2}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}
