Analysis of the factors affecting to logistics service quality based on unaccompanied passenger baggage warehouses in sri lanka

Abstract

This study underscores Logistics Services’ essential role in cross-border trade, with warehousing as a key link in product flows. Its primary goal is identifying factors impacting Logistics Service Quality (LSQ) in UPB bonded warehouses in Sri Lanka. Additionally, it addresses challenges for UPB consignees and suggests LSQ improvement strategies. Using a deductive approach and quantitative research, the study employs online questionnaires for data collection from 390 customs bonded UPB consignees. LSQ dimensions align with warehouse performance, with Timeliness, Information Quality, Personnel Quality, and Physical Service identified as pivotal LSQ influencers. Descriptive and inferential analyses validate these factors’ positive effects on LSQ. The study delves into industry challenges, proposing strategies to enhance UPB operational efficiency. It emphasizes stakeholders’ role in embracing change, pursuing excellence, and achieving competitive advantage for sustainable growth.