Pregledni rad

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

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

Datum izdavanja:

27.7.2016.

Posjeta: 4.192 *