The role of sustainability practices around the world in supply chain made it a very critical point to measure not only the entities’ performance but also the sustainability practices in supply chain overall. This study takes Logistics Service Providers (LSPs) as the field of study in Egypt. The main aim of this study is to propose a new Sustainable Logistics Service Quality (SLSQ) framework through reviewing Sustainable Service Quality (SSQ), Egyptian laws related to Sustainability and Logistics Service Quality (LSQ) for enhancing Customer Satisfaction (CS) and Relationship Quality (RQ) in Egypt.
This research starts with the literature review to derive out the research questions. Four research questions were presented in order to state the research gap. This research integrates the concept of SSQ and LSQ as one process to be evaluated from the customer perspective as called SLSQ. After that, it measures the effect of SLSQ on LSP’s customer satisfaction and relationship quality.
To collect the research data, a mixed method approach has been used in this research, starting from the semi-structured interviews in phase one (part one) to validate the SSQ elements. In phase one (part two), the SLSQ elements have been generated and validated through evaluation tools. Finally, in phase two, the questionnaire is designed and distributed to the target sample.
The results show that SLSQ would have a significant positive effect on customer satisfaction. The findings show that customers satisfied with SLSQ will partially support the relationship between an LSP and its customers. Moreover, the findings show that CS fully mediates the relation between SLSQ and RQ.
SLSQ elements focused mainly on sustainable transport, time, product condition, training programmes and collaboration. These aspects are the ones that Egyptian LSPs should consider when they present services, and the Egyptian government should consider these aspects as a power to make a sustainable development in LSP field.