A Holistic Approach to Measure Quality of Service in Freight Transport Networks

Mancera, Albert; Bruckmann, Dirk; Weidmann, Ulrich

doi:10.1007/978-3-319-21266-1_19

Cited by 2 publications

(4 citation statements)

References 9 publications

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“…The novelty of this study that emerges is a different finding or contrasts with previous research, or if the study brings a new understanding of the factors that influence customer loyalty in the specific context of freight forwarding, this can also be considered a novelty, emphasizing certain aspects that have not been studied much before in the context of customer loyalty in the freight forwarding sector, such as the impact of the latest technology or regulatory changes on customer behavior and their loyalty (Mancera &;Weidmann, 2017), it can be considered a novelty (Kilibarda et al, 2016), and a new methodology that has not been widely used before in the study of customer loyalty in the freight forwarding sector, this can be considered a novelty.…”

Section: Introductionmentioning

confidence: 94%

“…Overall service quality in the freight forwarding industry is a multifaceted concept that encompasses various aspects of service delivery, including the quality of the service itself, responsiveness, and overall customer experience. It is influenced by factors such as the quality of service, price perception, and company image, and it plays a significant role in customer loyalty (Mancera & Weidmann, 2017;Üvenç & Kulluk, 2020).…”

Section: Service Qualitymentioning

confidence: 99%

“…Some gaps found are that although service quality is considered a key factor in influencing customer loyalty, measuring service quality precisely and objectively in the context of freight forwarding may be difficult (Kilibarda et al, 2016). Complex logistics processes and the sheer number of variables involved make it difficult for companies to identify the aspects of service quality that are most important to customers (Mancera &;Weidmann, 2017).…”

Section: Introductionmentioning

confidence: 99%

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Determination of Customer Loyalty in the International Cargo Company

Olfebri

2024

DIJEMSS

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The purpose of this research is to understand the Factors Influencing Customer Loyalty: This study probably aims to investigate the factors that most influence customer loyalty in the freight forwarding sector. This can include aspects such as the relationship between the company and customers, service quality, customer satisfaction, price, and other relevant factors and measure the level of customer loyalty to freight forwarding companies in East Jakarta. This can be done through surveys, interviews, or analysis of historical data. The study used quantitative methods, which used random sampling for respondents to find data, the population is a user of freight forwarders in the East Jakarta Area by disseminating online and directly. Data analysis was processed using SEM PLS series 4 to find a definite answer from the results of the questionnaire distribution that lasted for two months. In this study, only the relationship between relationship and customer loyalty showed statistical significance, but the direction of the relationship did not match initial predictions. The relationship between Customer Satisfaction and Customer Loyalty has not been shown to be statistically significant. Recommendations in the freight forwarding sector, increasing customer loyalty can be achieved through improved customer relationships, consistent service quality, and ensuring customer satisfaction. By focusing on these aspects, companies can strengthen long-term relationships with customers and improve their performance in the freight forwarding industry

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Section: Introductionmentioning

confidence: 94%

Section: Service Qualitymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Determination of Customer Loyalty in the International Cargo Company

Olfebri

2024

DIJEMSS

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“…To evaluate and improve logistic chains in general, according to Mancera [1], logistic chains must be split up into their generic elements: loading and unloading, transport and transhipment. Figure 3 shows the generic transport chain of Swiss Split from the seaport (load) to the recipients' sidings (unload) including the transhipment at an intermodal hinterland terminal.…”

Section: The Existing Swiss Split Servicementioning

confidence: 99%

Swiss Split—a holistic approach to the distribution of containers to private sidings

Bruckmann

Dober²,

Mancera

et al. 2016

Eur. Transp. Res. Rev.

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Purpose Swiss Split is a rail service in Switzerland which distributes containers via conventional shunting yards directly from intermodal terminals to the final recipients' sidings by rail. Today's Swiss Split service is quite successful, but it still has several weaknesses that reduce its competitiveness compared to container distribution by truck. Thus, the two main research questions were: Which feasible improvements for container distribution by rail can be determined? In how far do these improvements increase the competitiveness of container distribution by rail compared to container distribution by truck? Methods The research bases on previous analyses regarding the weaknesses of container distribution by rail in Switzerland. For each of the identified weaknesses, suitable improvements were developed. The effects of these improvements were supposed to have an impact on the efficiency and the quality of the services. The improvements were then assessed by applying a cost model for rail freight and truck transportation. For this purpose, today's Swiss Split was modelled in a base case and the input data for the cost model (e.g., round trips per day for wagons, routing for the transports, train length and train utilisation) were changed according to the estimated effects of the improvements. To finally estimate the impact of the improvements on the SWL production schemes, an agent based simulation for SWL was developed and applied.

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A Holistic Approach to Measure Quality of Service in Freight Transport Networks

Cited by 2 publications

References 9 publications

Determination of Customer Loyalty in the International Cargo Company

Determination of Customer Loyalty in the International Cargo Company

Swiss Split—a holistic approach to the distribution of containers to private sidings

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