Abstract:
The main purpose of this study was to evaluate the impact of 3PL services on the user satisfaction level
in a selected Apparel Manufacturing Company in Sri Lanka.
Design/methodology/approach- The study has applied a quantitative survey design directed by five hypotheses.
The study is based on logistic employees in a selected Apparel Manufacturing Company in Sri Lanka and it
presents the results of factor analytics and path coefficient.
Findings - Evidence to support construct validity and reliability of all survey-based scales measuring the key
variables that have been found. Transportation facility has been impacted significantly on user satisfaction level
measured at 0.098. Warehouse, information system, inventory management, value-added activities have not been
impacted significantly with user satisfaction levels measured at 0.2, 0.599, 0.508, and 0.198 respectively.
Practical implications - There is a gap between the services obtained and services expected which leads to
unsatisfied service users as well as creating a negative perception in the minds of 3PL service users towards their
3PL providers’ logistics services. The 3PL service providers have to concern on these areas for better business
performance and long-term business relationships.
Originality/value - Research shows high variability in the models used and the findings of studies on the impact
of 3PL services on the user satisfaction level in the Apparel manufacturing company. This is the first study done
regarding the impact of 3PL services on the user satisfaction level by using the entire population in a selected
Apparel Manufacturing Company in Sri Lanka.
