Service-selecting approach based on domain-specified 'Quality of Service' model and its application in logistics

Abstract

With the rapid growth of modern service economics and the popular adoption of web services, more and more service industries are beginning to deliver services with web service technology. One of the key issues is how the service consumer should search for services within the plentiful service repositories, and especially select a suitable and optimal service from candidates with similar features. However, most of the researches on service selection focus on the general criteria of web service, but ignore the domain-specified needs. This paper proposes a domain-specified quality of service model and an analytic hierarchy process-based service-selecting approach by integrating hierarchical clustering algorithms and fuzzy comprehensive evaluation methods. An application in logistics is given to validate the effectiveness of this approach.

Identification of Sectoral Logistics Service Quality Gaps by Applying Servqual Method

“…It is no doubt that service quality in logistics is very important topic addressed in huge amount of scientific papers (Anderson et al 1994;Franceschini, Rafele 2000;Kaynak 2003;Rahman 2006;Feng et al 2007;Ganesan-Lim et al 2008;Hong, Lyong 2008;Baki et al 2009;Juga et al 2010;Kersten, Koch 2010;Huang et al 2012;Jia et al 2013;Aggarwal et al 2014;Prentkovskis et al 2018;Zanjirani et al 2019). These authors come to a conclusion that service quality is main prerequisite to develop a successful business.…”

“…These activities are in the reverse order. In general, quality is perceived subjectively, which makes the process of measuring quality difficult (An 2004;Hong, Lyong 2008;Huang et al 2012;Agnihotri et al 2016).…”

Research on the Improvement of Service Quality in Logistics Enterprises from the Perspective of Customer Satisfaction

“…Musa A B put forward a new CSD evaluation method basing on the support of SVM, which set customer prior expectations as quantitative factor for the evaluation index, and the logistics activities in the CSD evaluation index system are summarized into two major indexes: the service quality and the product performance [2] . Huang B Q divided the composition of customer satisfaction index system of logistics enterprises into five parts, namely, the obtainable degree of satisfaction, the reliable degree of satisfaction, the quick response degree of satisfaction, the professional satisfaction degree of service personnel, and the comprehensive satisfaction degree of service [3] . In order to overcome the limitations of the traditional method in determining the weight of each index of customer satisfaction evaluation, Zhang G Q adopts the concept of "entropy" in Information Engineering, adds two factors, namely brand effect of logistics enterprise, customer complaints [4] .…”

Measuring the Correlation between Logistics Service Quality and Consumer Satisfaction in Nigeria

“…Considering this, it is safe to say that one of the most important current logistics business success guarantors is the quality of the provided services, especially knowing that a service is an impalpable act or process (Chen, Chang, & Lai, 2009, Huang, Wang, & Xue, 2012, therefore it is closely related to the satisfaction of the clients' needs.…”