Logistics service quality and its effects on customer satisfaction in the manufacturing companies' supply chains. (15th July 2014)

• Record Type: Journal Article
• Authors: Politis, Yannis; Giovanis, Apostolos; Binioris, Spyridon
• Is Part Of: Journal of modelling in management. Volume 9:Number 2(2014)
• Page Start: 215
• Page End: 237
• Publication Date: 2014-07-15
• Subjects: Industrial management -- Mathematical models -- Periodicals; Industrial management -- Computer simulation -- Periodicals; Business -- Mathematical models -- Periodicals; Business -- Computer simulation -- Periodicals; 658.4033
• DOI: 10.1108/JM2-05-2012-0016
• Languages: English
• ISSNs: 1746-5664

Abstract

<abstract> <title> <x content-type="archive" xml:space="preserve">Abstract</x> </title> <sec> <title content-type="abstract-heading">Purpose</title> <p> – The purpose of this paper is to implement a multi-criteria preference disaggregation approach to measure logistics service quality (LSQ) of manufacturing companies' supply chains. </p> </sec> <sec> <title content-type="abstract-heading">Design/methodology/approach</title> <p> – A total 216 Greek manufacturing companies took part in a survey with the use of a dedicated questionnaire. They were asked to assess the LSQ of their primary supplier regarding a predefined set of criteria and sub-criteria. The data were analysed with the multi-criteria satisfaction analysis method, which represents an ordinal regression based approach used for customer satisfaction measurement. </p> </sec> <sec> <title content-type="abstract-heading">Findings</title> <p> – Weak points of the suppliers as well as dimensions that drive satisfaction were identified. Furthermore, the competitive advantages of the suppliers as well as their priorities for improvement were spotted. </p> </sec> <sec> <title content-type="abstract-heading">Research limitations/implications</title> <p> – The sampling framework, including only the manufacturing companies operating in a specific area of Greece, does not ensure the full generalisation of the results. A larger sample of manufacturing companies from all over Greece would be useful to obtain more reliable results and would enable the comparison of LSQ for different manufacturing sectors. </p> </sec> <sec> <title content-type="abstract-heading">Practical implications</title> <p> – The method used to assess LSQ of manufacturing companies can be installed as a permanent customer satisfaction barometer to measure, control and improve the LSQ provided to manufacturing companies as well as to other business sectors. </p> </sec> <sec> <title content-type="abstract-heading">Originality/value</title> <p> – This paper proposes a method to explore the relationships between LSQ and industrial customers' satisfaction to prioritise strategic plans of companies in the supply chains.</p> </sec> </abstract>