Akademik Veri Yönetim Sistemi
5th International Conference on Scientific and Innovative Studies, Konya, Türkiye, 15 - 16 Temmuz 2025, ss.115-120, (Tam Metin Bildiri)
Logistics Service Quality (LSQ) has long been recognized in the literature as a key indicator of both operational performance and customer satisfaction within the logistics sector. Traditionally defined through dimensions such as on-time delivery, information quality, empathy, and service reliability, LSQ has undergone a significant conceptual transformation in recent years due to disruptions in global dynamics. In particular, the post-COVID-19 era has brought forth new focal points such as digitalization, sustainability, and crisis resilience, highlighting the need for a multidimensional and context-sensitive approach in the evaluation of LSQ. This study aims to map the conceptual evolution of LSQ through a systematic literature review and thematic content analysis of 112 articles published between 2015 and 2025. A total of 47 peer-reviewed studies retrieved from databases including Scopus, Web of Science, ScienceDirect, and Google Scholar were analyzed. The coding process revealed four dominant thematic categories in the LSQ literature: (1) Traditional LSQ Dimensions, (2) Digitally-Oriented LSQ (e-LSQ), (3) Sustainability-Focused LSQ, and (4) Crisis-Resilient LSQ Approaches. Findings indicate that traditional LSQ dimensions remain prevalent in 76% of the studies, while digital technologies are emphasized in 58%, sustainability practices in 42%, and crisis management elements in 35% of the publications. Furthermore, 62% of the studies incorporate multiple themes, suggesting that the conceptualization of LSQ has evolved into a multidimensional, interdisciplinary, and contextually adaptive construct. Theoretically, this research contributes by systematically illustrating the structural expansion of LSQ, addressing conceptual ambiguities in the literature, and laying the groundwork for the development of next-generation LSQ models. On a practical level, it emphasizes the strategic need for logistics service providers to realign their quality strategies through digital transformation, environmental sustainability, and operational flexibility, all of which are critical to enhancing service quality. Future research directions include conducting sector-specific comparative studies, empirically testing customer-based perceptions of LSQ, and developing AI-supported dynamic measurement models. Ultimately, the study concludes that LSQ should no longer be viewed merely as an operational outcome, but rather as a strategic, digital, and ethical performance indicator in contemporary logistics management.