مدل ها و روش های اندازه گیری کیفیت خدمات لجستیک

The main aim of the article is the identification and critical assessment of the most commonly used models and methods of measuring service quality. The last part of paper is dedicated to the overview of measurement issues taking into account the specific features of logistics service. The paper was based on the research method of systematic literature review and critical analysis of research achievements. The article includes: (i) definitions of service quality, (ii) identification of the most popular models of service quality, (iii) overview of measuring methods of service quality, and (iv) the main research achievements on account of logistics service quality.