Bayesian network methodology and machine learning approach: an application on the impact of digital technologies on logistics service quality

Purpose

This paper aims to use Bayesian network (BN) methodology complemented by machine learning (ML) and what-if analysis to investigate the impact of digital technologies (DT) on logistics service quality (LSQ), employing the service quality (SERVQUAL) framework.

Design/methodology/approach

Using a sample of 244 Italian firms, this study estimates the probability distributions associated with both DT and SERVQUAL logistics, as well as their interrelationships. Additionally, BN technique enables the application of ML techniques to uncover hidden relationships, as well as a series of what-if analyses to extract more knowledge.

Findings

This study was funded by the European Union—NextGenerationEU, in the framework of the GRINS-Growing Resilient, INclusive and Sustainable project (GRINS PE00000018—CUP B43C22000760006). The views and opinions expressed are solely those of the authors and do not necessarily reflect those of the European Union, nor can the European Union be held responsible for them.

Originality/value

This research delves into the influence of DTIE and DTA on SERVQUAL logistics, thereby filling a gap in the existing literature in which no study has explored the intricate relationships between these technologies and SERVQUAL dimensions. Methodologically, we pioneer the integration of BN with ML techniques and what-if analysis, thus exploring innovative techniques to be used in logistics and supply-chain studies.