Title: A combined approach integrating gap analysis, QFD and AHP for improving logistics service quality

Authors: Anjali Awasthi; Reza Sayyadi; Ali Khabbazian

Addresses: CIISE – EV 7.636, Faculty of Engineering and Computer Sciences, Concordia University, Montréal, Canada ' CIISE – EV 10.154, Faculty of Engineering and Computer Sciences, Concordia University, Montréal, Canada ' CIISE – EV 8.210, Faculty of Engineering and Computer Sciences, Concordia University, Montréal, Canada

Abstract: Managing logistics service quality is vital to achieving higher levels of customer satisfaction and gaining productivity. In this paper, we address the problem of logistics service quality management considering multiple stakeholders point of view namely shippers, customers, municipal administrators, city residents, traffic managers, etc. A hybrid approach based on gap analysis, QFD and AHP is proposed. The purpose of gap analysis is to identify service quality gaps based on customer expectations and perceptions. QFD is used to model technical requirements to fulfil identified service quality gaps. AHP is used to evaluate service quality improvement initiatives and recommend the best one(s) for implementation. A numerical application is provided. Sensitivity analysis is conducted to determine the influence of input parameters on stability of modelling results. The strength of the proposed approach is that it takes into account multiple stakeholders point of view in determining service quality attributes. Besides, certain criteria that have become more relevant in modern times particularly those related to sustainability such as eco-friendliness, human resources, and technological soundness are also part of our study.

Keywords: logistics service quality; LSQ; gap analysis; quality function deployment; QFD; AHP.

DOI: 10.1504/IJLSM.2018.089171

International Journal of Logistics Systems and Management, 2018 Vol.29 No.2, pp.190 - 214

Received: 26 May 2016
Accepted: 02 Sep 2016
Published online: 09 Jan 2018 *

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