Logistics Service Quality in Online Shopping: A Bibliometric Analysis

Abstract

This paper outlines the main areas and latest developments of logistics service quality (LSQ) in the context of business to consumer (B2C) online shopping and proposes future research directions. More specifically, this paper has three objectives: What is the status of research of LSQ in B2C e-tailing? Which themes involving the field are the most popular among scholars? What are the possibilities for future research? This study examined a sample of 177 papers from the Scopus and ISI Web of Science databases to find research activity on LSQ in B2C online shopping between 2001 and early 2021 using bibliometric analysis. The methodology involves selecting, analyzing, and classifying 177 papers into authors, journals, time, focus areas, keywords, country, citation, co-citation, and thematic distribution analysis. Four major themes have emerged, LSQ for integrating traditional retail with omnichannel retail; LSQ and inventory management; LSQ and supply chain collaboration and LSQ transformation to E-LSQ. It gives researchers and scholars information to help them work on new developments of LSQ in B2C e-tailing and create strategies, models, and structures for increasing firm performance and customer satisfaction. © 2021 Taylor & Francis Group, LLC.