The purpose of this paper is to present a literature review of Physical Delivery Service Quality (PDSQ) subject, especially within e-commerce context. The aim of the review is to identify types and area of researches conducted and to allocate research gap within the subject. This literature review is important for understanding what kind of attention the researchers had given to the subject in effort to support the e-commerce fast development in the recent years.

Research for the literature review was conducted by doing content analysis on papers with title “Physical Delivery Service Quality” in various journals. Prior to the analysis was a criteria development based on empirical experience on factors that build the quality.

The literature research found out that research focuses are vary, however most of the researches were focusing on customer satisfaction on the delivery quality as the basis for their researches. This findings lead to the conclusion that more researches are needed to understand delivery quality from more holistcs perspective, for example from transporter point of view. The conclusion of this literature review open up further research opportunities in physical delivery service quality within e-commerce context.

Clara Benarto

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Literature review of Physical Delivery Service Quality : type of research and research gap