Measuring physical distribution service quality

The quality of the physical distribution service industrial purchasers receive from suppliers has been shown to be an important consideration in industrial purchasing decisions. To better understand the criteria used to assess physical distribution service quality, the literature on physical distrib...

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Bibliographic Details
Published in:Journal of the Academy of Marketing Science 1997-12, Vol.25 (1), p.31-44
Main Authors: Bienstock, Carol C, Mentzer, John T, Bird, Monroe Murphy
Format: Article
Language:English
Subjects:
Attitude surveys
Consumers
Customer services
Discriminant analysis
Distribution
Effectiveness
GNP
Gross National Product
Industrial markets
Interviews
Inventory
Logistics
Management decisions
Manufacturing
Marketing
Materials management
Perceptions
Purchase intention
Purchasing
Quality of service
Raw materials
Retail banking
Studies
Transportation services
Value added
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Summary:The quality of the physical distribution service industrial purchasers receive from suppliers has been shown to be an important consideration in industrial purchasing decisions. To better understand the criteria used to assess physical distribution service quality, the literature on physical distribution and service quality was examined, and interviews with purchasing managers were conducted. Based on the results of the literature reviews and interviews, plus a 2-step data-gathering process, a valid and reliable measurement instrument for perceptions of physical distribution service quality (PDSQ) was developed and refined. The process used to produce the instrument measuring PDSQ followed Churchill's (1979) guidelines for developing better measures of marketing constructs, as well as Gerbing and Anderson's (1988) updated paradigm for the assessment of unidimensionality. The model is based on the technical or outcome dimensions of timeliness, availability and condition.
ISSN:0092-0703
1552-7824
DOI:10.1007/BF02894507