Methodology for Measuring the Customer Satisfaction with the Logistics Services

The article deals with the proposal of methodology for measuring the customer satisfaction with the logistics services. The methodology reflects mostly the subjective quality evaluation which is based on the directly and indirectly measurable characteristics. Researched characteristics result from t...

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Veröffentlicht in:Naše more znanstveni časopis za more i pomorstvo Jg. 63; H. 3; S. 189 - 194
Hauptverfasser: Stopka, Ondrej, Černá, Lenka, Zitrický, Vladislav
Format: Journal Article
Sprache:Englisch
Veröffentlicht: Sveučilište u Dubrovniku 01.07.2016
Schlagworte:
criteria
customer
evaluation
logistics
measuring
methodology
ISSN:0469-6255, 1848-6320
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Abstract The article deals with the proposal of methodology for measuring the customer satisfaction with the logistics services. The methodology reflects mostly the subjective quality evaluation which is based on the directly and indirectly measurable characteristics. Researched characteristics result from the customer feelings, wishes, requirements and the experiences of experts which studied the answers from the questionnaire survey. Answers from the questionnaire survey evaluate the quality of logistics services and the importance of evaluation criteria. Objective quality evaluation is verified by the methods for measuring the customer satisfaction. These methods for determining the weights of selected criteria ware verified on the basis of proposed flowchart as well.
AbstractList The article deals with the proposal of methodology for measuring the customer satisfaction with the logistics services. The methodology reflects mostly the subjective quality evaluation which is based on the directly and indirectly measurable characteristics. Researched characteristics result from the customer feelings, wishes, requirements and the experiences of experts which studied the answers from the questionnaire survey. Answers from the questionnaire survey evaluate the quality of logistics services and the importance of evaluation criteria. Objective quality evaluation is verified by the methods for measuring the customer satisfaction. These methods for determining the weights of selected criteria ware verified on the basis of proposed flowchart as well.
Author Černá, Lenka
Zitrický, Vladislav
Stopka, Ondrej
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CorporateAuthor Department of Transport and Logistics, Institute of Technology and Business České Budějovice, Czech Republic
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SubjectTerms criteria
customer
evaluation
logistics
measuring
methodology
Title Methodology for Measuring the Customer Satisfaction with the Logistics Services
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