Estimating the performance of the logistics services attributes influencing customer satisfaction in the field of refrigerated transport

Gajewska, Teresa; Grigoroudis, Evangelos

doi:10.1504/ijstl.2017.086350

Cited by 8 publications

(8 citation statements)

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“…Therefore, companies should focus on various strategies to overcome the issues of customer satisfaction through CSR activities. Customer satisfaction directly affects overall performance (Chavez et al, 2016;Gajewska & Grigoroudis, 2017) and a certain level of performance is essential to achieve for every organisation for survival (Nadeem et al, 2018). Customer satisfaction and performance can be increased with the help of various CSR activities such as environmental contribution by the organization and through human resources (Olagoke, 2015;Khan et al, 2017;Bollazzi & Risalvato, 2018).…”

Section: Introductionmentioning

confidence: 99%

Do consumers expect companies to be socially responsible? The impact of corporate social responsibility on buying behavior

Jermsittiparsert¹,

Siam²,

Issa³

et al. 2019

10.5267/j.uscm

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Section: Introductionmentioning

confidence: 99%

Do consumers expect companies to be socially responsible? The impact of corporate social responsibility on buying behavior

Jermsittiparsert¹,

Siam²,

Issa³

et al. 2019

10.5267/j.uscm

View full text Add to dashboard Cite

“…For the set of expectations and perceptions, n ∈ N = 70 ( Table 10), so that the parameter of binomial distribution for n ∈ [1,5] can fully substitute mathematical expectation. The mean value of the binomial distribution parameter for expectations was p E = 0.8307, and the mean value of the binomial distribution parameter for perceptions was p p = 0.8477.…”

Section: Discussionmentioning

confidence: 99%

“…Based on the established mean values of binomial distribution parameters for expectations, p E = 0.8307 and p P = 0.8477 and for N = 70, we can estimate the mean number of respondents who, according to binomial distribution, assigned the ratings n ∈ [1,5]. The expected average number of respondents who selected one of the ratings for expectations and perceptions is given in Table 12.…”

Section: Discussionmentioning

confidence: 99%

“…This model was applied in the field of passenger traffic [4], where the stated hypotheses were disproven because of a negative gap, and the SERVQUAL model pointed to critical business functions and the possibility of their improvement. In [5], the SERVQUAL model was based on 10 logistics service attributes for estimating performances in the field of refrigerated transport. The proof of how much the SERVQUAL model is used in all areas was shown by Roslan et al [6], where the model measured the quality of service of logistics centers in Iskandar, Malaysia.…”

Section: Quality Measurement In Logistics and Transportmentioning

confidence: 99%

“…Calculation of the average number of respondents based on the binomial distribution parameters, p E and p P , the number of respondents, N = 70, and ratings, n ∈[1,5].…”

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confidence: 99%

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A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model

et al. 2018

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The daily requirements and needs imposed on the executors of logistics services imply the need for a higher level of quality. In this, the proper execution of all sustainability processes and activities plays an important role. In this paper, a new methodology for improving the measurement of the quality of the service consisting of three phases has been developed. The first phase is the application of the Delphi method to determine the quality dimension ranking. After that, in the second phase, using the FUCOM (full consistency method), we determined the weight coefficients of the quality dimensions. The third phase represents determining the level of quality using the SERVQUAL (service quality) model, or the difference between the established gaps. The new methodology considers the assessment of the quality dimensions of a large number of participants (customers), on the one hand, and experts’ assessments on the other hand. The methodology was verified through the research carried out in an express post company. After processing and analyzing the collected data, the Cronbach alpha coefficient for each dimension of the SERVQUAL model for determining the reliability of the response was calculated. To determine the validity of the results and the developed methodology, an extensive statistical analysis (ANOVA, Duncan, Signum, and chi square tests) was carried out. The integration of certain methods and models into the new methodology has demonstrated greater objectivity and more precise results in determining the level of quality of sustainability processes and activities.

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Evaluating service quality of express logistics service based on online reviews using LDA-LSTM

Hou,

Liu,

Cao

et al. 2024

Journal of Management Science and Engineering

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Estimating the performance of the logistics services attributes influencing customer satisfaction in the field of refrigerated transport

Cited by 8 publications

References 0 publications

Do consumers expect companies to be socially responsible? The impact of corporate social responsibility on buying behavior

Do consumers expect companies to be socially responsible? The impact of corporate social responsibility on buying behavior

A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model

Evaluating service quality of express logistics service based on online reviews using LDA-LSTM

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