scholarly journals DEVELOPING QUALITY STRATEGIES OF LOGISTICS CUSTOMER SERVICE

2021 ◽  
pp. 61
Author(s):  
O. KRYVORUCHKO ◽  
А. ОVCHARENKO
Keyword(s):  
Customer Service ◽  
Continuous Improvement ◽  
Business Processes ◽  
Business Culture ◽  
Organized Activities ◽  
Logistics Service ◽  
Logistics Services ◽  
Logistics Service Quality ◽  
Alternative Solutions

Today’s requirements for the implementation of logistics activities require the formation and revision of appropriate strategies. The article considers the practical and theoretical experience of developing strategies for logistic activity and logistics consumer service. The strategy of quality of logistics customer service is implemented in the management of logistics business processes of the enterprise and is a set of solutions, plans and measures aimed at continuous improvement and ensuring effective organized activities of staff in a certain material environment related to offering and providing logistics services that meet specific needs and requirements of customers. When forming quality strategies of logistics services, special attention should be paid to the culture of quality (formation of the worldview of the whole team in the field of quality – motivating each employee to acquire new knowledge and skills) and business culture of logistics. The latter acts as a certain unity of interests of all groups of persons interested in logistics processes; provided with appropriate ways of making management decisions, etc. The article proposes an approach to the formation of logistics service quality strategies, which is based on determining the levels of efficiency, effectiveness and adaptability of logistics customer service, and involves the development and selection of options for appropriate alternative solutions. The following strategies are determined as typical: strategy of logistics outsourcing, concentrated improvement, reengineering of the logistics service process, purposeful quality improvement, application of “kaizen” technologies, minimization of logistics costs, quality management, continuous improvement of the quality of logistics services. The choice of priority alternative solutions is based on the maximum values of their integrated assessment, taking into account the importance of implementing a particular strategy.

scholarly journals IDENTIFICATION OF SECTORAL LOGISTICS SERVICE QUALITY GAPS BY APPLYING SERVQUAL METHOD

Transport ◽  
2020 ◽  
Vol 35 (4) ◽  
pp. 419-434
Author(s):  
Ieva Meidutė-Kavaliauskienė ◽  
Virgilija Vasilienė-Vasiliauskienė ◽  
Aidas Vasilis Vasiliauskas
Keyword(s):  
Service Quality ◽  
Competitive Edge ◽  
Logistics Service ◽  
Logistics Services ◽  
Different Types ◽  
Business Entities ◽  
The Right ◽  
Logistics Service Quality ◽  
The Impact

Today, simply delivering a product to the right place at the right time is no longer enough. Customers demand more; they demand the full suite of logistics services. Customers thus seek higher-value and additional services, and more, which enable them to compete. Thus, the problem underlying analysis is customers’ growing dissatisfaction with existing services and their quality. Quality of service no longer gives business entities a competitive edge. It is vital for companies to have different activities, to operate in different branches of the economy, and to work with different types of goods. However, despite these differences, they all want to obtain maximum satisfaction from logistics services. With this in mind, the purpose of this article is to present a study examining the impact of logistics service quality on the satisfaction of companies working with different categories of goods Results indicated that different logistics service users do not have the same requirements for logistics service quality. Moreover, it was proved that SERVQUAL method is suitable for identification of sectoral value gaps, which can be applied in practice assuring competitive advantage.

The application of Lean Six Sigma and supply chain resilience in maritime industry during the era of COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yugowati Praharsi ◽  
Mohammad Abu Jami’in ◽  
Gaguk Suhardjito ◽  
Hui Ming Wee
Keyword(s):  
Supply Chain ◽  
Continuous Improvement ◽  
Six Sigma ◽  
Business Processes ◽  
Lean Six Sigma ◽  
Maritime Industry ◽  
Content Type ◽  
Supply Chain Resilience ◽  
Control Approach ◽  
Logistics Services

Purpose This study aims to apply a Lean Six Sigma framework to support continuous improvement in the maritime industry (shipbuilding, logistics services and shipping companies) during COVID-19 pandemics. By applying the concepts of Lean Six Sigma and supply chain resilience, the most suitable continuous improvement method for the maritime industry is developed to maintain a resilient supply chain during COVID-19. Design/methodology/approach A specific shipbuilding, logistics services and shipping company in Indonesia is chosen as the research object. The Lean Six Sigma framework reveals the wastes through the supply chain resilience concept, and implements internal business processes to maintain optimal system performance. Findings The paper identifies important implementation aspects in applying Lean Six Sigma to shipbuilding, logistics services and shipping. The DMAIC (define, measure, analyze, improve and control) approach is applied to achieve supply chain resilience. Resilient measures are generated for the case companies to maximize performance during the pandemics. Practical implications This paper provides a new insight for integrating Lean Six Sigma and resilience strategies in the maritime industry during COVID-19 disruptions. The authors provide some insights to sustain the performance of the maritime industries under study. Originality/value This study is part of the first research in the maritime industry that focuses on continuous improvement during COVID-19 using Lean Six Sigma and supply chain resilience.

scholarly journals Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China

2019 ◽  
Vol 11 (20) ◽  
pp. 5626 ◽  
Author(s):  
Choi ◽  
Chung ◽  
Young
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Online Shopping ◽  
Customer Relationship ◽  
Purchasing Behavior ◽  
Logistics Services ◽  
Quality Of Delivery ◽  
The Impact ◽  
Repeat Purchasing

This study examines the impact of the quality of online shopping logistics services on customer satisfaction and in driving subsequent repeat purchasing behavior. Five hypotheses are established to represent the relationships between customer satisfaction and each factor of logistics services: quality of information, quality of order, quality of delivery, price of delivery, and customer service. The research includes surveys conducted over two months from 1 December, 2016, to 31 January, 2017, targeting mostly young Chinese customers with experience purchasing products online, thus representing e-commerce. A questionnaire was distributed to each subject in a sample of 150 Chinese customers with online shopping experience. The empirical analysis indicates that logistics service quality, and primarily the quality of delivery, has a statistically significant impact on customer satisfaction, which, in turn, has a statistically significant impact on repeat purchasing behavior. The results provide insight into the strategy behind China’s rapidly growing online shopping industry, which focuses on maintaining stability through long-term customer relationship management.

scholarly journals Digitalization of transport and logistics services in russian agriculture

2021 ◽  
Vol 7 (3D) ◽  
pp. 219-225
Author(s):  
Andrey P. Garnov ◽  
Konstantin V. Ordov ◽  
Inga О. Protsenko ◽  
Natalia A. Prodanova ◽  
Victoria Yu. Garnova ◽  
...  
Keyword(s):  
Business Processes ◽  
New Technologies ◽  
Transportation Services ◽  
Digital Platform ◽  
Market Participants ◽  
Russian Agriculture ◽  
Logistics Services ◽  
Cargo Transportation ◽  
Transport Complex

The aim of the work is to evaluate the intermediate results of the digitalization process of transport and logistics services in Russian agriculture. A methodology has been applied that uses data from Rosstat, the GooglePlay service and the Yandex.Radar service as a source of information. The study shows that one of the main trends in the cargo transportation market is the introduction of new technologies, such as transport and warehouse management systems, digital services that automate the business processes of carriers, mobile applications for ordering or providing cargo transportation services. The processes of digitalization of transport and logistics services in Russian agriculture are supported by the state. The implementation of the projects "Digital Platform of the transport complex" and "Digital Agriculture" will ensure cost reduction and improve the quality of transport and logistics services. The creation of a digital platform will unite all market participants in one information space and increase the transparency and traceability of cargo transportation.

scholarly journals The Applicability of the First Stage of 5S Methodology to Improve the Quality of Processes in Military Organizations

2019 ◽  
Vol 25 (1) ◽  
pp. 261-266
Author(s):  
Nicolae Moro ◽  
Florin Ilie
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Continuous Improvement ◽  
Application Area ◽  
Military Organizations ◽  
Production Processes ◽  
Material Goods ◽  
Solid Foundation ◽  
Primary Focus

Abstract The paper addresses the first step of the 5S methodology, a widespread methodology in organizations that has as its primary focus the continuous improvement of the quality of material goods production processes or customer service delivery. This methodology has a very good application area within the defence system because this field is essentially based on a very strong organizational culture with a number of specific rigor and standards that contribute to the implementation of the five concrete stages of this methodology. In a synthetic analysis of these types of organizations, it is obvious that these activities necessary for the application of this useful tool for the organization of jobs have a solid foundation but it should be restructured according to the criteria set out in the 5S methodology.

How logistics service quality and product quality matter in the retailer–customer relationship of food drive-throughs

2019 ◽  
Vol 50 (5) ◽  
pp. 535-555
Author(s):  
Joseph Kaswengi ◽  
Christine Lambey-Checchin
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Perceived Quality ◽  
Data Set ◽  
Content Type ◽  
Logistics Service ◽  
Grocery Retailing ◽  
Logistics Service Quality

Purpose The purpose of this paper is to focus on consumers’ behaviours in a new trend of grocery retailing, called the drive-through format. It investigates the influence of logistics service quality and product quality (freshness of the product and the product in general) on consumers’ reactions (satisfaction, average basket expenditure and shopping frequency) through the mediation of satisfaction. This work also examines whether convenience moderates the relation between perceived quality and consumer satisfaction. Design/methodology/approach This study tests these relationships with both path and structural models using a data set of grocery drive-throughs in France, gathered during 2015–2016. To confirm the validity of each construct, this paper has based and purified variables using various scales established in previous studies by conducting exploratory and confirmatory analysis. Findings Logistics service quality and perceived product are effective drivers of consumer satisfaction. As well, the results reveal a positive relationship between quality perceptions and behaviour (average basket expenditure and shopping frequency) through the mediating function of consumer (overall) satisfaction. Thus, the findings indicate that the positive effects of the interaction terms between convenience and both the perceived quality of service and the perceived quality of fresh products on satisfaction can lead to a higher purchase incidence in drive-throughs. However, the degree of consumer convenience does not alter the influence of product quality in general with regard to the formation of satisfaction in connection with drive-throughs. Originality/value Despite the growth of the drive-through format, few studies have investigated customer satisfaction within grocery retailing, nor its consequences and drivers, especially logistics service quality.

Measurement of logistics service quality of e-commerce

2020 ◽  
Vol 37 (1) ◽  
pp. 1
Author(s):  
Djalma Silva Guimaraes Junior ◽  
Carlos Henrique Michels De Sant' ◽  
N.A. anna ◽  
Eduardo José Oenning Soares ◽  
Fagner José Coutinho De Melo ◽  
...  
Keyword(s):  
Service Quality ◽  
Logistics Service ◽  
Logistics Service Quality
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