How Can Perceived Logistics Service Quality (LSQ) be Differentiated between Carriers and Shippers in Global Supply Chains?

Despite various research perspectives on global logistics service, there is a lack of research on the gaps in LSQ between carriers and shippers. Therefore, this study aims to analyze the gaps in perceived LSQ between customers and shippers in global supply chains. To attain the objective, this study utilizes data from 190 carriers and 146 shippers. The reliability and validity of the data are verified through various analytical methods, and the hypotheses are tested using analysis of variance (ANOVA) and post hoc analysis. The results are as follows: Firstly, there are gaps in the recognition of LSQ between carriers and shippers, particularly in the service focus and the service needs. Secondly, the results of the post hoc analysis indicate that the recognition of carriers is higher than that of shippers in the serrvice focus. This suggests that carriers need to develop differential services compared to their competitors. Thirdly, the recognition of carriers is higher than that of shippers in the service needs, as indicated by the results of post hoc analysis. This suggests that carriers need to enhance their services to meet the needs of shippers. Fourthly, there are no gaps in the service response and the service flexibility. This is connected with the focus strategy, implying that carriers should maintain current services and minimize costs.