Quality management tools applying in the strategy of logistics services quality improvement

Czajkowska, Agnieszka; Stasiak-Betlejewska, Renata

doi:10.5937/sjm10-8095

Cited by 10 publications

(5 citation statements)

References 14 publications

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“…Using the SERVQUAL model, Memić et al [30] showed that the users were not satisfied with the logistics services of a passenger transport company since all the dimensions had negative values regarding the difference between the observations and the expectations. Czajkowska and Stasiak-Betlejewska [31] used the SERVQUAL method to measure the expectations and the perceptions of the quality of logistics services in companies operating in Eastern Europe and showed that the quality of the services in the areas of "Empathy" and "Materiality" should be improved. Roslan et al [32] proposed a SERVQUAL-based model to measure the differences between customer satisfaction and desire in terms of the quality of logistics services provided by manufacturers in Iskandar, Malaysia.…”

Section: Literature Reviewmentioning

confidence: 99%

Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics

Stević

Tanackov

Puška³

et al. 2021

Sustainability

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To run a business successfully, quality determination and customer relations are very important factors. Therefore, it is necessary to measure quality and identify critical points of business. In this paper, an original integrated model for measuring the service quality of reverse logistics (RL) was developed for the company Komunalac Teslić, which was used as an example. The Delphi and Full Consistency Method (FUCOM) was applied to determine the significance of the quality dimensions, while a modified SERVQUAL (SQ) model was used to measure the service quality of the logistics. An original SQ questionnaire was formed with a total of 21 statements that were arranged in five standard dimensions. Examining the reliability of the questionnaire for quality dimensions using the Cronbach Alpha coefficient, it was found that the measurement scales for dimensions are appropriate in terms of user expectations, while in terms of quality perception there is no measurement scale for the empathy dimension. An extensive statistical analysis was then performed to verify the results. A Signum test was applied to identify the relationship between the responses in terms of expectations and perceptions, i.e., to examine their differences. The findings obtained by this research show that the expectations were higher than the perceived quality of the services and that there was a significant statistical difference for 12 of the SQ statements. For two statements, there was a significant statistical difference in favor of perceived quality compared to expectations. Based on the results obtained, the company must improve its services in order for service quality to be at a satisfactory level.

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Section: Literature Reviewmentioning

confidence: 99%

Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics

Stević

Tanackov

Puška³

et al. 2021

Sustainability

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“…Inadequate quality issues have a key common feature, which is meeting product specifications and the customer satisfaction indicator [1]. In the case of services, quality is linked to customer preferences, and in the case of production, it relates to customer expectations [5]. Innovations in logistics processes have a positive impact on two-way work results [3].…”

Section: Introductionmentioning

confidence: 99%

Improving the Quality of Warehousing Processes in the Context of the Logistics Sector

Batarlienė,

Jarašūnienė

2024

Sustainability

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Logistics processes play a crucial role in ensuring the smooth operation of the supply chain, and warehouse management is one of the key logistics activities of invaluable significance. To evaluate the management principles of companies, it is necessary to thoroughly analyze their functions, operational standards, and quality requirements. One of the most common strategies in modern businesses is quality improvement. Insufficient quality can lead to competitive disadvantages and have negative consequences for companies that do not prioritize quality and neglect their services and products, resulting in a loss of customer loyalty and revenue. Effective warehouse management is critically important for companies to meet consumer needs, reduce costs, and gain a competitive advantage. Conducting qualitative research is necessary in order to learn how to properly organize warehouse management within companies, which will also help to identify key issues and determine areas for change. This article consists of a theoretical section that analyzes the scientific literature on the quality of warehouse process management in the logistics sector. It examines theoretical aspects of logistics processes and quality assurance in company management, including the implementation of systems that ensure quality in warehouse processes and logistics process management. The subsequent sections describe the research methods applied, evaluate the results of warehouse management quality, and provide insights and recommendations.

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“…Importance of quality management and its impact on the performance of businesses has been widely researched and plethora of literature is available on this topic (Ali, 2014;Czajkowska & Stasiak-Betlejewska, 2015;Fotopoulos & Psomas, 2010;Jaafreh & Al-abedallat, 2012;Nguyen, Phan & Matsui, 2018). Simultaneously many researchers, (Gavrea, Ilies & Stegerean, 2011;Karia & Wong, 2013;Karia, Wong, Asaari & Lai, 2015;Kraja & Osmani, 2015), have emphasized the importance of service competencies as a tool to get competitive advantage for better performance, but the direct impact of quality management practices on the integration capability of Logistics Service Providers (LSPs) is not duly researched.…”

Section: Introductionmentioning

confidence: 99%

Quality Management as Driver of Vertical Integration in Service Chain: A Study of 3rd Party Logistics Industry

Shaiq

Alwi

Shaikh

et al. 2020

OSCM: An Int. Journal

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Third Party Logistics (3PL) is one of the fastest growing service industry but still the impact of the application of Quality Management Practices (QMPs) particularly on the integration capability of 3PL service providers in the supply chain is not a well-researched topic. Especially in the context of Pakistan, very little empirical work is found dealing with this very important service competency of 3PL. This research is carried out to determine how QMPs help 3PL Service Providers achieving integration competency in the service chain. The quality management dimensions of internationally recognized Malcolm Baldrige National Quality (MBNQ) model are used as independent variable to assess their impact on the integration competency of 3PLs in Pakistan. Considering the typical business culture and industry environment in Pakistan, the effect of Social Capital and Companies' Internal Strength as moderating variables was also observed. Using questionnaire as a tool, the quantitative data on various items for latent constructs was collected from more than 176 logistics firms of Pakistan. Results clearly identified the Strategic Planning, HR Management Focus and Process Management as the factors highly impacting Integration Competency of 3PL service providers in Pakistan. Interestingly, but surprisingly, the role of Leadership and Knowledge Management was insignificant in this particular setting. The moderating variable also showed a significant impact on integration competency. This study highlighted the areas where logistics firms in their individual capacity and logistics industry as a whole should immediately concentrate to enhance this important competency.

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Quality management tools applying in the strategy of logistics services quality improvement

Cited by 10 publications

References 14 publications

Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics

Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics

Improving the Quality of Warehousing Processes in the Context of the Logistics Sector

Quality Management as Driver of Vertical Integration in Service Chain: A Study of 3rd Party Logistics Industry

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