An Application of Fuzzy Logic to Assess Service Quality Attributes in Logistics Industry

Esmaeili, Ahmad; Kahnali, Reza Ahmadi; Rostamzadeh, Reza; Zavadskas, Edmundas Kazimieras; Ghoddami, Babak

doi:10.3846/16484142.2015.1046402

Cited by 12 publications

(8 citation statements)

References 43 publications

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“…A positive relationship was found between timeliness and customer satisfaction. This finding is consistent with the findings of other researchers (e.g., Esmaeili et al, 2015). Timeliness requires that the ordered product is delivered to the customers completely and robustly at the time promised at the order stage.…”

Section: Conclusion Research Summary and Conclusionsupporting

confidence: 93%

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E-Commerce Logistics Service Quality

Akıl

Ungan

2021

Journal of Electronic Commerce in Organizations

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With the recent developments in technology, globalization, and COVID 19 pandemic, the volume of e-commerce logistics activity has been growing rapidly. However, a literature review for this study indicated that there is a lack of research on commerce logistics service quality. This study intends to fill this gap in the literature. It aims to identify the e-commerce logistics service quality factors that affect customer satisfaction. It is also interested in identifying if there is any relationship between the satisfaction of e-commerce customers and their loyalty. Data from 1562 e-commerce customers living in Turkey were collected via a web-based survey. The results were analysed using structural equation modelling. Timeliness, order condition, order accuracy, and order discrepancy handling were found to have a positive effect on customer satisfaction. A positive relationship between customer satisfaction and customer loyalty was also found.

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Section: Conclusion Research Summary and Conclusionsupporting

confidence: 93%

“…Response time to new demand is the average time it takes for a supplier to respond to a new supply request. Many studies in different sectors have found a positive relationship between timeliness and customer satisfaction (e.g., Esmaeili et al, 2015). H1: There is a positive relationship between timeliness and customer satisfaction.…”

Section: Timelinessmentioning

confidence: 99%

E-Commerce Logistics Service Quality

Akıl

Ungan

2021

Journal of Electronic Commerce in Organizations

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“…The ability of a company to satisfy variations in scheduled orders [11,12,14] Responsiveness Willingness to help customers and provide prompt service [11,12] Completeness of the logistics service Capability of providing a wide range of value-added services [14] Cost Order processing cost Total processing cost of all orders per number of orders [21,24,27] Productivity Labour productivity Ratio of the total number of items managed to the amount of item-handling working hours [13,14,21,25] Warehouse utilisation…”

Section: Flexibilitymentioning

confidence: 99%

“…While the link between warehouse features and the performance of logistics processes has been recognized in the literature and the industry, the literature highlights the absence of scientific contributions exploring this connection and studies of how 3PLs approach the selection of logistics buildings in terms of considerations of warehouse features and their potential impact on performance and the service quality delivered to customers [10]. Scholars have focused their attention on the importance (in terms of efficiency and effectiveness) and the measurement of the performance and service quality of 3PLs (e.g., [1,5,[11][12][13]) without focusing on the single impact of physical assets. In the few cases in which warehouses appear in the discussion, it is considered as just one of the elements composing the set of assets at the disposal of 3PLs and organizations in general (e.g., [14]).…”

Section: Introductionmentioning

confidence: 99%

The “Perfect” Warehouse: How Third-Party Logistics Providers Evaluate Warehouse Features and Their Performance

2023

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The recent trends in logistics outsourcing have led to the need to investigate the 3PL (third-party logistics) industry better. However, the attention has always been focused on operative performance, and the role of the warehouse has been skimmed over. This research aims to define the relationship between warehouse features and the performance indicators of 3PLs, filling the literature gap. This research provides insight into 3PLs’ way of thinking, helping 3PLs identify the right warehouse features to improve their performance and providing guidance for real estate companies in designing warehouses meeting 3PLs’ needs. The analysis uses a case study approach, carried out by interviewing 3PLs that provided data coded according to the dimensions of the Kano model. This methodology was used to generate an in-depth understanding of how 3PLs evaluate the different warehouse features that are able to drive their performance. The “perfect warehouse” is placed in an accessible location; it has loading bays, a standard layout, and a height suitable to optimize the flow of goods, and it utilises the spaces to make the service flexible and responsive. In addition, the warehouse should have internal areas, such as mezzanines, to deliver value-added services.

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“…Some authors have applied this concept to a wide range of topics, for example, Burg (1967) [52] in spectral analysis, Rosenfeld (1994) in language modelling [53] and Golan, Judge & Miller (1996) in economics [54]. Esmaeili et al (2015) propose a fuzzy entropy method to identify the service quality attributes in a logistics company [55]. Kildiene et al (2011) analyze the construction sector of the European countries using the multi-criteria COPRAS and entropy method to determine the weight of criteria [56].…”

Section: Shannon's Entropy For Objective Weightingmentioning

confidence: 99%

Evaluation of Combined Heat and Power (CHP) Systems Using Fuzzy Shannon Entropy and Fuzzy TOPSIS

2016

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Combined heat and power (CHP) or cogeneration can play a strategic role in addressing environmental issues and climate change. CHP systems require less fuel than separate heat and power systems in order to produce the same amount of energy saving primary energy, improving the security of the supply. Because less fuel is combusted, greenhouse gas emissions and other air pollutants are reduced. If we are to consider the CHP system as "sustainable", we must include in its assessment not only energetic performance but also environmental and economic aspects, presenting a multicriteria issue. The purpose of the paper is to apply a fuzzy multicriteria methodology to the assessment of five CHP commercial technologies. Specifically, the combination of the fuzzy Shannon's entropy and the fuzzy Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) approach will be tested for this purpose. Shannon's entropy concept, using interval data such as the α-cut, is a particularly suitable technique for assigning weights to criteria-it does not require a decision-making (DM) to assign a weight to the criteria. To rank the proposed alternatives, a fuzzy TOPSIS method has been applied. It is based on the principle that the chosen alternative should be as close as possible to the positive ideal solution and be as far as possible from the negative ideal solution. The proposed approach provides a useful technical-scientific decision-making tool that can effectively support, in a consistent and transparent way, the assessment of various CHP technologies from a sustainable point of view.

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An Application of Fuzzy Logic to Assess Service Quality Attributes in Logistics Industry

Cited by 12 publications

References 43 publications

E-Commerce Logistics Service Quality

E-Commerce Logistics Service Quality

The “Perfect” Warehouse: How Third-Party Logistics Providers Evaluate Warehouse Features and Their Performance

Evaluation of Combined Heat and Power (CHP) Systems Using Fuzzy Shannon Entropy and Fuzzy TOPSIS

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