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Estimating the performance of the logistics services attributes influencing customer satisfaction in the field of refrigerated transport

Gajewska Teresa, Grigoroudis Evangelos

Απλή Εγγραφή


URIhttp://purl.tuc.gr/dl/dias/4691D51E-D647-4FE4-8060-DF716183B8BE-
Αναγνωριστικόhttps://www.inderscienceonline.com/doi/abs/10.1504/IJSTL.2017.086350-
Αναγνωριστικόhttps://doi.org/10.1504/IJSTL.2017.086350-
Γλώσσαen-
Μέγεθος12 pagesen
ΤίτλοςEstimating the performance of the logistics services attributes influencing customer satisfaction in the field of refrigerated transporten
ΔημιουργόςGajewska Teresaen
ΔημιουργόςGrigoroudis Evangelosen
ΔημιουργόςΓρηγορουδης Ευαγγελοςel
ΕκδότηςInderscienceen
ΠερίληψηBy 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.en
ΤύποςPeer-Reviewed Journal Publicationen
ΤύποςΔημοσίευση σε Περιοδικό με Κριτέςel
Άδεια Χρήσηςhttp://creativecommons.org/licenses/by/4.0/en
Ημερομηνία2018-06-21-
Ημερομηνία Δημοσίευσης2017-
Θεματική ΚατηγορίαCustomer satisfactionen
Θεματική ΚατηγορίαLogistics servicesen
Θεματική ΚατηγορίαOWAen
Θεματική ΚατηγορίαOrdered weighted averagingen
Θεματική ΚατηγορίαPurchasers of logistics servicesen
Θεματική ΚατηγορίαRefrigerated transporten
Θεματική ΚατηγορίαRr approachen
Θεματική ΚατηγορίαService providersen
Θεματική ΚατηγορίαService qualityen
Θεματική ΚατηγορίαSERVQUAL methoden
Βιβλιογραφική ΑναφοράT. Gajewska and E. Grigoroudis, "Estimating the performance of the logistics services attributes influencing customer satisfaction in the field of refrigerated transport," Int. J. Ship. Trans. Log., vol. 9, no. 5, pp. 540-561, 2017. doi: 10.1504/IJSTL.2017.086350en

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