Logistics Service Quality Research from 1992 to 2025: A Bibliometric and Conceptual Review

Abstract

Logistics service quality (LSQ) research has moved from early work on physical distribution service quality and customer service measurement to a wider field. This article reviews the developments using a bibliometric and conceptual analysis of 280 peer-reviewed English-language journal articles indexed in Scopus and published between 1992 and 2025. The bibliometric analysis was carried out in R using bibliometrix, with keyword mapping prepared in VOSviewer. The bibliometrics reports publication growth, source concentration, author and country contributions, keyword patterns, citation structure, and network relationships. The conceptual review uses the clusters, highly cited studies, and recent articles to explain the LSQ measurement, application, and extension through digital visibility, recovery capability, and sustainability credibility. The VOSviewer keyword map shows five connected areas of research: (a) core logistics service quality and behavioural outcomes, (b) operational logistics and supply chain service quality, (c) service quality with loyalty and performance, (d) e-commerce with customer satisfaction and last-mile delivery, and (e) SERVQUAL based evaluation with perception and sustainability concerns. The article contributes by connecting bibliometric structure with theory-building opportunities and by setting out a research agenda for logistics service quality in digitally enabled and sustainability oriented service systems.