Service Quality Evaluation of Terminal Express Delivery Based on an Integrated SERVQUAL-AHP-TOPSIS Approach

Ma, Panpan; Ni, Yizhao; Yang, Xuedong

doi:10.1155/2021/8883370

Cited by 17 publications

(7 citation statements)

References 57 publications

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“…Raw Service criteria are used to explore service quality (Nguyen et al, 2022), logistics (Demirbas et al, 2014), and marketing (Ma et al, 2021). Service quality is the basis of customer satisfaction, and customer satisfaction has a greater influence on the intensity of service utility (Cronin & Taylor, 1992).…”

Section: Nomentioning

confidence: 99%

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Enhancing Fishing Port Services Quality to Support Fish Supply Chains of the Island Fisheries at the Belitung Island

Nur

Suadi

Suwarman

2023

JFS

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Fishing ports are crucial to the sustainable management of fisheries resources and enterprises that depend on the fishery. The objective of this study was to analyze the levels of facilities availability and service quality of fishing ports in the islands through a case study of Tanjungpandan Islands Fishing Port in Belitung Island. This study was conducted by combining survey methods, observation, as well as in-depth interviews with the port users and managers. Due to Covid-19 pandemic, field research was conducted in two periods: from September to October 2020 and from January to February 2022. Respondents were selected by applying the snowball sampling method and resulted in 70 selected respondents, consisting of fishermen, skippers, traders, factory managers or fish processing units, and port managers. Structured questionnaires were used for data collection. It proceeded into descriptive-qualitative analysis and combined with SERVQUAL and IPA (Importance Performance Analysis) methods. The study demonstrated that six port facilities failed to meet the Nusantara (inter-island) fishing port standards as outlined in the Minister of Marine Affairs and Fisheries' Regulation No. 8, year 2012. Eight port services that were considered important indicated low performance to support the island’s fish supply chain. The total score of basic, functional, and supporting facilities was 60.46% (within 0 – 100% scale) and considered as relative “good”. Therefore, given that the port is the main hub of marine fisheries activities on Belitung island, it is crucial to increase the accessibility, quality, and services of fishing port facilities in order to support the fish supply chain in the islands.

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Section: Nomentioning

confidence: 99%

“…The indicators are derived from behaviors that can be observed and managed as numerical numbers (Gayathri et al, 2021). In addition to prices and logistics, service quality has a significant impact on the effectiveness of port operations (Ma et al, 2021).…”

Section: Introductionmentioning

confidence: 99%

Enhancing Fishing Port Services Quality to Support Fish Supply Chains of the Island Fisheries at the Belitung Island

Nur

Suadi

Suwarman

2023

JFS

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“…Giovanis et al [28] analyzed the impact of logistics service quality on customer satisfaction and loyalty. Ma et al [29] developed a combined SERVUQAL-AHP-TOPSIS method to assess the quality of service (QoS) of the city express service industry. It was believed that the main dimension of logistics service quality consists of product availability, order accuracy, timeliness, order condition, ordering procedures, personnel contact quality, information quality, order discrepancy handling.…”

Section: Express Delivery Service Failure (Edsf)mentioning

confidence: 99%

Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach

Shan

Tong

Shi

et al. 2021

JTAER

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With the rapid growth of express delivery industry, service failure has become an increasingly pressing issue. However, there is a lack of research on express service failure risk assessment within the Failure Mode and Effects Analysis (FMEA) framework. To address the research gap, we propose an improved FMEA approach based on integrating the uncertainty reasoning cloud model and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method. The cloud model describing randomness and fuzziness in uncertainty environment is adopted to achieve the transformation between the qualitative semantic evaluation of occurrence (O), severity (S), and detection (D) risk factors of FMEA and the quantitative instantiation and set up the comprehensive cloud of risk assessment matrix for express delivery service failure (EDSF). The TOPSIS method calculates and ranks the relative closeness coefficients of EDSF mode. Finally, the rationality and applicability of the proposed method are demonstrated by an empirical study for the express delivery service in China. It is found that among 18 express delivery service failure modes, six service failure modes with high risk are mainly located in the processing and delivery stages, while six service failures with the relatively low risk are involved in the picking-up and transportation stages. This study provides insight on how to explore the risk evaluation of express delivery service failure, and it helps express delivery firms to identify the key service failure points, develop the corresponding service remedy measures, reduce the loss from service failures, and improve the service quality.

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“…In particular, the factors to be considered during the COVID-19 pandemic are very different from those usually considered. [18][19][20] For example, before the outbreak of COVID-19, travel intent (or the purpose of accommodation) was a key factor. During the COVID-19 pandemic, the demand for accommodation for holiday, leisure, and recreation has almost diminished.…”

Section: Introductionmentioning

confidence: 99%

A fuzzy analytic hierarchy process-enhanced fuzzy geometric mean-fuzzy technique for order preference by similarity to ideal solution approach for suitable hotel recommendation amid the COVID-19 pandemic

Chen

Hsu

2022

DIGITAL HEALTH

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Cities around the world have reopened from the lockdown caused by the COVID-19 pandemic, and more and more people are planning regional travel. Therefore, it is a practical problem to recommend suitable hotels to travelers amid the COVID-19 pandemic. However, it is also a challenging task since the critical factors that affect hotel selection amid the COVID-19 pandemic may be different from those usually considered. From this perspective, the fuzzy analytic hierarchy process-enhanced fuzzy geometric mean-fuzzy technique for order preference by similarity to ideal solution approach is proposed in this study for hotel recommendation. The proposed methodology not only considers the critical factors affecting hotel selection amid the COVID-19 pandemic, but also establishes a systematic mechanism, that is, enhanced fuzzy geometric mean, to simultaneously improve the accuracy and efficiency of the recommendation process. The fuzzy analytic hierarchy process-enhanced fuzzy geometric mean-fuzzy technique for order preference by similarity to ideal solution approach has been successfully applied to recommend suitable hotels to 10 travelers for regional trips amid the COVID-19 pandemic.

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Service Quality Evaluation of Terminal Express Delivery Based on an Integrated SERVQUAL-AHP-TOPSIS Approach

Cited by 17 publications

References 57 publications

Enhancing Fishing Port Services Quality to Support Fish Supply Chains of the Island Fisheries at the Belitung Island

Enhancing Fishing Port Services Quality to Support Fish Supply Chains of the Island Fisheries at the Belitung Island

Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach

A fuzzy analytic hierarchy process-enhanced fuzzy geometric mean-fuzzy technique for order preference by similarity to ideal solution approach for suitable hotel recommendation amid the COVID-19 pandemic

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