Title: A framework for the selection of a road transport service provider

Authors: Lassi Kontio, Jukka Hallikas

Addresses: Lappeenranta University of Technology, Skinnarilankatu 34, 53850 Lappeenranta, Finland. ' Lappeenranta University of Technology, Skinnarilankatu 34, 53850 Lappeenranta, Finland

Abstract: A framework for the selection of a road transport service supplier is constructed through the formulation of a set of selection criteria. The framework will help firms to weight the criteria in accordance with their needs. The |Analytic Hierarchy Process| method is used to assess the service-quality factors against the cost factor. The service-quality dimensions are itemised largely following the structure of the SERVQUAL instrument. The framework is tested in a case study of three companies representing different positions and perspectives in the road transport service supply chain. The study follows the |Constructive Research Approach|, which is a research method designed for building new applications.

Keywords: transportation; supplier selection; service quality; constructive research approach; road transport; service providers; selection criteria; AHP; analytical hierarchy process; cost factors; SERVQUAL; reliability responsiveness competence access courtesy communication credibility security customers tangibility; Finland; integrated supply chains; SCM; supply chain management.

DOI: 10.1504/IJISM.2011.038331

International Journal of Integrated Supply Management, 2011 Vol.6 No.1, pp.20 - 32

Received: 19 Dec 2009
Accepted: 28 Jun 2010
Published online: 28 Jan 2011 *

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