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Pregledni rad
https://doi.org/10.17818/NM/2016/SI21

Methodology for Measuring the Customer Satisfaction with the Logistics Services

Ondrej Stopka   ORCID icon orcid.org/0000-0002-0932-4381 ; Department of Transport and Logistics Institute of Technology and Business České Budějovice, Czech Republic
Lenka Černá   ORCID icon 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 icon orcid.org/0000-0003-2430-2479 ; Department of Railway Transport Faculty of Operation and Economics of Transport and Communications University of Žilina, Slovak Republic

Puni tekst: engleski, pdf (2 MB) str. 189-194 preuzimanja: 1.103* citiraj
APA 6th Edition
Stopka, O., Černá, L. i Zitrický, V. (2016). Methodology for Measuring the Customer Satisfaction with the Logistics Services. NAŠE MORE, 63 (3 Special Issue), 189-194. https://doi.org/10.17818/NM/2016/SI21
MLA 8th Edition
Stopka, Ondrej, et al. "Methodology for Measuring the Customer Satisfaction with the Logistics Services." NAŠE MORE, vol. 63, br. 3 Special Issue, 2016, str. 189-194. https://doi.org/10.17818/NM/2016/SI21. Citirano 06.12.2019.
Chicago 17th Edition
Stopka, Ondrej, Lenka Černá i Vladislav Zitrický. "Methodology for Measuring the Customer Satisfaction with the Logistics Services." NAŠE MORE 63, br. 3 Special Issue (2016): 189-194. https://doi.org/10.17818/NM/2016/SI21
Harvard
Stopka, O., Černá, L., i Zitrický, V. (2016). 'Methodology for Measuring the Customer Satisfaction with the Logistics Services', NAŠE MORE, 63(3 Special Issue), str. 189-194. https://doi.org/10.17818/NM/2016/SI21
Vancouver
Stopka O, Černá L, Zitrický V. Methodology for Measuring the Customer Satisfaction with the Logistics Services. NAŠE MORE [Internet]. 2016 [pristupljeno 06.12.2019.];63(3 Special Issue):189-194. https://doi.org/10.17818/NM/2016/SI21
IEEE
O. Stopka, L. Černá i V. Zitrický, "Methodology for Measuring the Customer Satisfaction with the Logistics Services", NAŠE MORE, vol.63, br. 3 Special Issue, str. 189-194, 2016. [Online]. https://doi.org/10.17818/NM/2016/SI21

Sažetak
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.

Ključne riječi
logistics; customer; methodology; criteria; evaluation; measuring

Hrčak ID: 162591

URI
https://hrcak.srce.hr/162591

Posjeta: 1.353 *