Measuring Logistics Service Quality Using the SERVQUAL Model
Journal Title: Journal of Intelligent Management Decision - Year 2023, Vol 2, Issue 1
Abstract
Quality is a key success factor in the market. For the successful performance of a company, it is very important to have high quality and a quality system, and strive for its development and improvement. In this paper, it has been measured the quality of logistics service using the SERVQUAL model in the TC company as one of the most well-known and most used models in the field of quality measurement. The users of the transport service, the respondents, provided certain information on their expectations, as well as their perceptions of the quality of the transport service from the aspect of all five dimensions: reliability, assurance, empathy, tangibles and responsiveness. The SERVQUAL model was chosen to obtain the final results of the quality of service provided to users. The FUCOM method was applied to obtain the final weights of dimensions. The main goal of this paper is to assess the quality of the transport service in the TC company, so that the company has an insight into its current state, and based on it, takes further steps to improve its quality. Increasing service quality results in greater satisfaction of service users, greater satisfaction results in increased loyalty, which further guarantees the positive performance of the company itself and its safe existence and work on the market. The results have shown that the company has negative final values from the aspect of all five dimensions, which tells us that users are not satisfied with the service provided, and the greatest dissatisfaction was expressed from the aspect of the dimension of tangibles.
Authors and Affiliations
Alma Jusufbašić, Željko Stević
Keywords
Related Articles
- EP ID EP752347
- DOI https://doi.org/10.56578/jimd020101
- Views 87
- Downloads 0
Evaluating the Logistics Performance of G8 Nations Using Multi-Criteria Decision-Making Models
Logistics performance plays a pivotal role in fostering economic growth and enhancing global competitiveness. This study aims to evaluate the logistics performance of G8 nations through multi-criteria decision-making (MC...
Deploying Mobile Applications for Emergency Flood Response in Geographically Isolated Areas: A Data-Driven Approach
In geographically isolated regions, where infrastructure limitations and remote locations pose significant challenges, a mobile application has been developed to facilitate an efficient emergency response system. This sy...
PCA-DEA Model for Efficiency Assessment of Transportation Company
The road mode of transportation holds a leading position in the world and its upward trend is still noticeable. The aim of this research is to determine the efficiency of the observed transportation company, i.e. efficie...
Optimization of the Trust Propagation on Supply Chain Network Based on Blockchain Plus
The decentralization of blockchain technology greatly improves the trust relationship in the supply chain network. In view of the lack of trust, uncertainty, and asymmetry in the supply chain network, this paper integrat...
A Robust Framework for Renewable Energy Policy Evaluation Using MCDA and Compromise Ranking with Stochastic Weight Identification
Evaluating renewable energy policies is crucial for fostering sustainable development, particularly within the European Union (EU), where energy management must account for economic, environmental, and social criteria. A...