scholarly journals Improving Quality of Russian Railways Logistics Services and Client-Centricity Level on "One Contact" Principle by Creating Unified Customer Responsibility Center

2020 ◽  
Author(s):  
Sergey Verkhoturov ◽  
Inna Shelopugina ◽  
Marina Konovalova ◽  
Natalya Mikhailova
Keyword(s):  
Logistics Services ◽  
Responsibility Center

scholarly journals Using a Modified SERVQUAL Approach to Assess the Quality of Supply Chain Services in Greek Online Supermarkets

Logistics ◽  
2021 ◽  
Vol 5 (4) ◽  
pp. 69
Author(s):  
Anastasia D. Mitropoulou ◽  
Giannis T. Tsoulfas
Keyword(s):  
Supply Chain ◽  
Substantial Improvement ◽  
High Quality ◽  
Customer Expectations ◽  
Turbulent Times ◽  
Logistics Services ◽  
Quality Of Supply ◽  
Online Shops ◽  
Channel Structures

Background: The purpose of this paper is to study customer satisfaction concerning orders from online supermarkets, which have recently boomed to fulfil the increased needs of customers during the COVID-19 pandemic. The service quality, as well as aspects of the logistics efficiency, are being examined, and the gaps between the expectations of people using these services and their perceptions about the received services are being evaluated. Methods: A modified approach of the well-known model SERVQUAL is suggested and used in the case of Greek online supermarkets. Thus, an initial contribution of this paper is the formulation of a framework which can be used to assess the quality of B2C logistics services. Results: The results show that customers’ expectations are exceeding their experiential perceptions in all the examined fields, and therefore there is room for substantial improvement. The study identified areas in which supermarkets’ online shops are close to meeting customer expectations and areas in which they fall far short. Conclusions: Competition is expected to become more intense and efficient supply chains that provide services of high quality will have a determinant role to play. Moreover, online supermarkets will have to rethink of their omni-channel structures to maintain and increase their market share. This is of particular importance during turbulent times such as the ones we are experiencing now.

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 Structural and logical model of transport cluster

2021 ◽  
Vol 7 (4) ◽  
pp. 76-89
Author(s):  
Katerina B. Kvitko
Keyword(s):  
Economic Growth ◽  
Russian Federation ◽  
Logical Model ◽  
Transport Accessibility ◽  
Functional Relationships ◽  
Logistics Services ◽  
The Russian Federation ◽  
The Creation

Background: Transport clustering, being a cooperation of enterprises of the same territory to consolidate resources to improve the quality of transport and logistics services, to improve the quality of infrastructure, to ensure the growth of transport accessibility of the territory, is one of the drivers of economic growth of the territory. Therefore, the question of forming a mechanism for creating a transport cluster (TС) is relevant, the first stage of which is the TLC model. Aim: creation of a structural and logical model of a transport and logistics cluster, the implementation of which will allow the creation of a TC in any territory with a high transport and transit potential. Methods: Based on the research, generalization and analysis of the works of domestic and foreign researchers in the field of transport clustering and regulations, laws and strategic documents, the definitions of the concepts of the components of the TLC were clarified, the main and auxiliary participants of the cluster were identified, their functional relationships were identified, the requirements for the infrastructure of the TC were determined, the effect of the activity of the TC for the participants and for the territory on which the cluster is located was revealed. Results: The result of the study is a structural and logical model of the transport cluster. Conclusions: The obtained structural and logical model of the transport cluster allows the development of transport clustering in the Russian Federation, since it is a universal tool for creating a TC for any territory with a high transport and transit potential

Measuring Performance of Logistics Outsourcing Services

2013 ◽  
pp. 344-358
Author(s):  
Harlina Suzana Jaafar ◽  
Mohammed Rafiq
Keyword(s):  
Organizational Performance ◽  
Process Model ◽  
Service Providers ◽  
Logistics Outsourcing ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Logistics Services ◽  
Great Pressure ◽  
The Uk

As the business competition is becoming more intense, there has been a great pressure to the logistics service providers to demonstrate its contribution to the organizational performance. Consequently, there has been a tendency of studies focusing at measuring the logistics service performance within various perspectives. This chapter provides a review on several significant studies that measures the performance of logistics services followed by presenting an empirical study on measuring logistics performance as perceived by the customers in the UK context. The empirical results confirms the relationships and consequent effects of LSQ-satisfaction, relationship quality, and customer loyalty-by providing a process model that shows the process of how customers would stay loyal in the logistics outsourcing business relationships by using exit intention as the output variable. The model in this study can greatly assist the logistics outsourcing companies in measuring the performance of their services. It helps the logistics companies understand how their customers measure the quality of their relationship experiences in receiving the logistics services provided by the logistics companies.

scholarly journals Logistic service quality as a mediator between logistics capabilities and customer satisfaction

2018 ◽  
Vol 25 (4) ◽  
pp. 358-372 ◽  
Author(s):  
Daniel Winter Fernandes ◽  
Roberto Giro Moori ◽  
Valdir Antonio Vitorino Filho
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Services Quality ◽  
Structural Equations ◽  
Content Type ◽  
Lubricant Oil ◽  
Logistics Services ◽  
Exploratory Survey ◽  
Logistics Capabilities

Purpose A way that companies have found to respond to the challenges of customer satisfaction (CS) is the development logistics services quality. In this sense, the purpose of this paper is to estimate the quality of logistical service as a mediator factor in the relationship between logistics capabilities (LC) and CS. For this, an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Design/methodology/approach In order to respond to the research problem and to meet the stated objective, a study was carried out in two phases. The first used an exploratory qualitative design, and involved recorded in-depth interviews with five clients and five managers of a lubricant oil producer located in the municipality of Umuarama and nearby areas in Paraná state, Brazil. The second used an exploratory survey of the descriptive type was carried out with 117 companies in the Brazilian market of lubricant oil. Findings The collected data, modeled in structural equations, have shown evidence that the quality of logistics services totally mediates the relation between the LC and the satisfaction of clients. Research limitations/implications It is suggested that new studies be conducted in order to increase the size of the sample, since the number of responses obtained (117 respondents), for the number of initial variables (34 measures). Practical implications In the pursuit of CS, the managers of lubricant oil producers should make major investments in LC, to enable the company to be active in the search for logistics solutions, integration and provision of reliable information to its customers. Social implications The studies should also be carried out in other market segments, in order to compare the results obtained in the lubricating oil segment of Brazil and corroborate knowledge about the influence of logistical capabilities on the relation between logistics service quality and CS. Originality/value The logistics services quality perceived by the customers is derived from the service capacity of the producer’s employees and the quality of information provided to the customers.

scholarly journals THE PROMOTING EFFICIENT LOGISTICS SERVICES IN INTERNATIONAL TRADE

2017 ◽  
pp. 121-130
Author(s):  
R. Zablotska ◽  
Kanan Mammadov
Keyword(s):  
International Trade ◽  
Poor Quality ◽  
Strong Impact ◽  
Building Capacity ◽  
The World ◽  
Logistics Services ◽  
Logistics Performance Index ◽  
Quality Infrastructure ◽  
Logistics Quality

The role that trade logistics influence son volume and value of international trade and the extent to which poor quality logistics constitute a barrier to trade are determined. Analyzed various impacts of logistics quality, infrastructure and customs procedure son transportation costs. This study confirms strong impact of logistics quality on trade according the World Bank’s Logistics Performance Index. Improvement the quality of logistics services is associated with trade growth and exports. Building capacity to connect to global logistic networks of firms, suppliers and consumers is a primary issue in development of international trade where predictability and reliability become even more important than costs.

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