Title: Estimating the performance of the logistics services attributes influencing customer satisfaction in the field of refrigerated transport
Authors: Teresa Gajewska; Evangelos Grigoroudis
Addresses: Faculty of Mechanics, Institute of Rail Vehicles, Section of Logistics Systems, Cracow University of Technology, Cracow, Poland ' School of Production Engineering and Management, Decision Support Systems Laboratory, Technical University of Crete, Kounoupidiana, Chania, Greece
Abstract: By analysing the existing research in the area of logistics services evaluation, including refrigerated transport, it should be noted that the issues concerned are presented in a selective manner. The aim of the paper is to estimate the performance of logistics services attributes in the field of refrigerated transport. In order to respect the qualitative nature of collected information, an ordered weighted averaging (OWA) technique was applied (i.e., rank reciprocal - RR). The findings obtained from the interviews regarding the expectations and the evaluation of the quality level were used to perform a series of analyses based on the so-called fifth vulnerability, developed by the Parasuraman team (SERVQUAL method). The presented research focuses on the analysis of the key criteria for the evaluation of logistics services quality in the examined area. The research was based on a questionnaire designed for purchasers of logistics services. The respondents were companies using refrigerated transport.
Keywords: logistics services; service quality; customer satisfaction; refrigerated transport; ordered weighted averaging; OWA; SERVQUAL method; RR approach; service providers; purchasers of logistics services.
International Journal of Shipping and Transport Logistics, 2017 Vol.9 No.5, pp.540 - 561
Received: 14 Aug 2015
Accepted: 14 Jun 2016
Published online: 19 Jun 2017 *