Review article
https://doi.org/10.17818/NM/2016/SI21
Methodology for Measuring the Customer Satisfaction with the Logistics Services
Ondrej Stopka
orcid.org/0000-0002-0932-4381
; Department of Transport and Logistics Institute of Technology and Business České Budějovice, Czech Republic
Lenka Černá
orcid.org/0000-0002-0479-6224
; Department of Railway Transport Faculty of Operation and Economics of Transport and Communications University of Žilina, Slovak Republic
Vladislav Zitrický
orcid.org/0000-0003-2430-2479
; Department of Railway Transport Faculty of Operation and Economics of Transport and Communications University of Žilina, Slovak Republic
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.
Keywords
logistics; customer; methodology; criteria; evaluation; measuring
Hrčak ID:
162591
URI
Publication date:
27.7.2016.
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