scholarly journals Application of an Integrated Model with MCDM and IPA to Evaluate the Service Quality of Transshipment Port

2013 ◽  
Vol 2013 ◽  
pp. 1-7 ◽  
Author(s):  
Chien-Chang Chou ◽  
Ji-Feng Ding
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Quality Evaluation ◽  
Location Choice ◽  
Multiple Criteria Decision Making ◽  
Integrated Model ◽  
Service Quality Evaluation ◽  
Complex Decision Making ◽  
Complex Decision

It is often to solve complex decision-making problems in the marine transportation environment, such as the evaluation of service quality and the location choice of ports. In this paper, an integrated model with multiple-criteria decision making (MCDM) and importance-performance analysis (IPA) is presented and then is applied to solve the problem of service quality evaluation of transshipment port. The MCDM approach can be used to deal with both quantitative data and qualitative ratings simultaneously. The IPA approach can be applied to realize the shortcomings of service quality of ports and rank the ranking of strategies for improving service quality of transshipment port. Finally, some useful suggestions for improving the service quality of ports are given in the paper.

scholarly journals Role of automatic, conscious, and unconscious thought processes in complex decision making

1970 ◽  
Vol 14 (1) ◽  
pp. 33-52
Author(s):  
Draženka Levačić ◽  
Mario Pandžić ◽  
Dragan Glavaš
Keyword(s):  
Decision Making ◽  
Careful Examination ◽  
Automatic Processes ◽  
Thought Processes ◽  
Unconscious Thought ◽  
Conscious Thought ◽  
Complex Decision Making ◽  
Complex Decision

A complex decision is any decision which includes choosing among options with numerous describing attributes. Certain decisions are fast, often guided with automatic processes of thought, while other decisions are made much slower with careful examination of all the factors. These processes can have a significant impact on the quality of decision making. The aim of this research was to investigate the effect of automatic, conscious and unconscious thought processes in the context of decision making. Participants were psychology students aged between 19 to 28 years. First experiment investigated the role of three different thought processes on choosing a subjectively best option, as well as TTB heuristic option. The second experiment investigated metacognitive aspects of decision making, precisely, to determine the differences in feeling of rightness (FOR) as well as the tendency to change the decision, depending on the activated thought processes. Different thought processes determined the choice of the subjectively best option. In the conscious thought condition, participants chose the subjectively best option more often than in the automatic or unconscious thought condition. However, there was no difference between conditions in choosing the TTB heuristic option. The feeling of rightness was significantly higher in conscious thought condition than in automatic or unconscious thought condition, but the two latter conditions did not differ in the judgment of feeling of rightness nor did they differ in the tendency to change the decision.

A Mashup Application to Support Complex Decision Making for Retail Consumers

2012 ◽  
pp. 277-294 ◽  
Author(s):  
Steven Walczak ◽  
Deborah L. Kellogg ◽  
Dawn G. Gregg
Keyword(s):  
Decision Making ◽  
Information Overload ◽  
Decision Quality ◽  
Online Tools ◽  
Decision Making Processes ◽  
Complex Decision Making ◽  
Complex Decision ◽  
Time Required ◽  
Decision Complexity

Purchase processes often require complex decision making and consumers frequently use Web information sources to support these decisions. However, increasing amounts of information can make finding appropriate information problematic. This information overload, coupled with decision complexity, can increase time required to make a decision and reduce decision quality. This creates a need for tools that support these decision-making processes. Online tools that bring together data and partial solutions are one option to improve decision making in complex, multi-criteria environments. An experiment using a prototype mashup application indicates that these types of applications may significantly decrease time spent and improve overall quality of complex retail decisions.

scholarly journals Methods of assessing the quality of services: comparative analysis

2016 ◽  
Vol 4 (3) ◽  
pp. 374-382
Author(s):  
Н Ватолкина ◽  
N Vatolkina
Keyword(s):  
Comparative Analysis ◽  
Service Quality ◽  
Quality Assessment ◽  
Quality Evaluation ◽  
Quality Of Services ◽  
Methods Development ◽  
Methods Of Evaluation ◽  
Different Types ◽  
Service Quality Evaluation

The article presents a review of methods for assessing service quality on the basis of author´s classification in accordance with the evaluation subject and the purpose of the method. Author gives brief description of the main groups of methods of evaluation of components of service quality, evaluation of customer experience and evaluation of customer satisfaction; provides their comparative characteristics taking into account the evolutionary nature of the methods development. The author outlines specific features of quality assessment of service quality and makes the conclusion that general methods should be adapted to the services of different types and nature.

scholarly journals Research on express service based on improving customer satisfaction

2020 ◽  
Vol 325 ◽  
pp. 03003
Author(s):  
Jiangxue Di ◽  
Haolan Liang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quality Evaluation ◽  
Evaluation Model ◽  
Rapid Development ◽  
Richter Scale ◽  
Service Quality Evaluation ◽  
Quality Evaluation Model ◽  
Express Delivery

With the rapid development of e-commerce in China, the scale of express delivery industry is also expanding rapidly, while the quality of express delivery service has not been effectively improved, with a high value of number lying in the complaint rate of express delivery industry, which leads to low customer satisfaction. Based on the service quality evaluation model, this paper designs the questionnaire with the help of the Richter scale, also constructs the evaluation index of express service quality based on customer satisfaction, with the analysis of the factors through the use of SPSS 23, this essay finds out the main factors that affect the customer’s satisfaction with express service quality,and put forwards corresponding suggestion for improvement.

scholarly journals Analyzing Service Quality Evaluation Indexes of Rural Last Mile Delivery Using FCE and ISM Approach

Information ◽  
2020 ◽  
Vol 11 (6) ◽  
pp. 327 ◽  
Author(s):  
Xiaohong Jiang ◽  
Huiying Wang ◽  
Xiucheng Guo
Keyword(s):  
Sustainable Development ◽  
Regression Analysis ◽  
Service Quality ◽  
Quality Evaluation ◽  
Fuzzy Comprehensive Evaluation ◽  
Evaluation Indexes ◽  
Last Mile ◽  
Service Quality Evaluation ◽  
Last Mile Delivery

The advent of e-commerce has led to a rapid acceleration of rural logistics development in China. To enhance green and sustainable development of rural logistics, it is necessary to improve the service quality of the rural last mile delivery and analyze service quality evaluation indexes. An integrated methodology combing fuzzy comprehensive evaluation (FCE) and the interpretative structural model (ISM) is presented in the current paper to reveal the relationship between the service quality evaluation indexes of the rural last mile delivery. A total of 18 logistics service quality evaluation indexes in five dimensions are selected. The FCE is used to measure the service quality of rural delivery in an empirical research area, and the weight of each evaluation index is assigned by regression analysis. The ISM is adopted to judge the hierarchical structure of indexes, and a five-layer hierarchy is obtained. The results show that it is necessary to first focus on improving the evaluation indexes of accuracy of goods arrival and timely customer service response. In the case of Shunfeng Express, the company needs to additionally improve the timeliness and rationality of damaged or lost processing goods. Some countermeasures and suggestions are put forward. The proposed integrated method helps to reveal the key service quality evaluation indexes and the areas needing improvement. The use of regression analysis within the FCE method allows the estimation of weights in a relatively objective way. This research provides theoretical support for improving the service quality and customers’ satisfaction of the rural last mile delivery, and enhancing the green and sustainable development of rural logistics.

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