A Literature Review of Logistics Service Quality Evaluation Models and Methods

（School of Economics and Management，China Jiliang University，Hangzhou 310018，Zhejiang，China）

Abstract：High-quality logistics service has become the strategic arrangement of enterprise globalization. How to improve the logistics service quality (LSQ) of enterprises through evaluation is the key point to realize the above strategic arrangement. In order to better comb the research status of LSQ evaluation models and methods，and grasp the future research direction of LSQ evaluation，the keywords“logistics service”，“service quality”and“logistics service quality”were used to search Scopus and Web of Science (WoS)，and a total of 76 papers were published from 1992 to 2018.On the basis of the brief statistical description of the number，time and region of the relevant literature，the literature analysis method is used to carry out the review research. Among them，the existing studies on LSQ evaluation model and its index system are reviewed from the three dimensions of service provider，consumer and combination of service provider and consumer，and it is found that the construction of the evaluation index system considering both the supply and demand sides has become the academic consensus.The evaluation method of LSQ focuses on the empirical test，the determination of index weight and the mathematical statistical methods of transforming customer“voice”into quality attributes. It is found that the evaluation method of transforming customer“voice”into quality attributes is the key area of concern.There are three deficiencies in the existing researches：first，how to consider the LSQ evaluation model of customer needs and its indicators within the scope of enterprise capabilities is not solved；second，there is still no satisfactory answer on how to integrate various evaluation methods to carry out scientific evaluation of LSQ；third，how to balance the generality of the evaluation model and its indexes and the differences between different departments is still not effectively solved. And the three deficiencies are also the key research directions in the future LSQ evaluation field.

Key words：logistics service quality；evaluation model；index；evaluation method