Estimating the performance of the logistics services attributes influencing customer satisfaction in the field of refrigerated transport / Teresa Gajewska, Evangelos Grigoroudis // International Journal ... więcej

Estimating the performance of the logistics services attributes influencing customer satisfaction in the field of refrigerated transport / Teresa Gajewska, Evangelos Grigoroudis // International Journal of Shipping and Transport Logistics [Dokument elektroniczny]. – 2017, Vol. 9, No. 5, s. 540-561 : rys., tab., wykr. – Tryb dostępu: http://www.inderscience.com/offer.php?id=86350. – Bibliogr. s. 558-561, Abstr. – doi: 10.1504/IJSTL.2017.086350. – ISSN 1756-6525

Customer satisfaction measurement is one of the most important issues concerning business organizations of all types, which is justified by the customer orientation philosophy and the main principles of ... więcej

Customer satisfaction measurement is one of the most important issues concerning business organizations of all types, which is justified by the customer orientation philosophy and the main principles of continuous improvement of modern enterprises. By analysing the existing research in the area of logistics services evaluation, including refrigerated transport, it should be noted that the issues concerned are presented in a selective manner. The aim of the paper is estimate the performance logistics services attributes in the field of refrigerated transport. In the paper is to find out about and evaluate the expectations of purchasers regarding the quality of logistics services in the examined area. Furthermore the authors in the paper focused on the performance a gap analysis between the estimated importance and the evaluation of the quality attributes The analysis comprised 10 attributes of logistics services influencing customer satisfaction. In order to respect the qualitative nature of collected information, a ordered weighted averaging technique (OWA) was applied. In turn, the rationale of the RR approach can also be applied in order to estimate the performance of the logistics service attributes as evaluated by the customers. The findings obtained from the interviews regarding the expectations and the evaluation of the quality level were used to perform analyses based on the so-called fifth vulnerability, developed by the Parasuraman team and included in the SERVQUAL method. The research concerned an analysis of the key criteria for the evaluation of the quality of logistics services in the examined area. The research was based on a questionnaire designed for purchasers of logistics services. The respondents were companies using refrigerated transport.