International Journal of Entrepreneurship (Print ISSN: 1099-9264; Online ISSN: 1939-4675)


The Effect of Operational Service Quality in Land Cargoes Operators on Sustainability: The Case of Jordanian Logistics Industry

Author(s): Saleh Ahmad Irsheidat, D.N. Shariff, Ahmad Mohammad Irsheidat, Mohammad Khalaf Daoud, Dahlan Abdullah

This study aimed to analyze the sustainability of logistics industry in relationship of operational service quality as to improve profitability and the effects to long-term business strategy in Jordanian logistics industry. It is suggested that despite of considerable efforts provided by Jordanian logistics industry to improve its service. There is still evidence of lacking of operational service quality provided by service providers. Operational service quality is vital in the sustainable logistics industry such as in Jordanian land cargoes operators’ companies in seeking competitive advantage among the operators. Their position will be taken by other companies whose there activates will be more focus on service quality that expected by their customers. The component of operational service quality consists of tangibility, reliability, responsiveness, assurance and empathy as the independent variable (IV). As for Dependent Variable (DV), sustainability was chosen. Using 288 Jordanian manufactural companies and multiple regression technique was used to test the hypotheses empirically. The findings revealed that a significant positive effect of reliability and responsiveness of land cargoes operators towards sustainability of Jordanian logistics industry.

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