Measuring the quality of logistic service as an element of the logistics provider offering

Abstract

In this paper, the authors present a new approach and model for measuring the service quality with the aim of creating an offering of logistic providers. In contrast to existing models, which mainly measure the quality of already-realised logistic services, the model proposed here is capable of measuring logistic service quality during the phase of designing and creating the logistic offering. The methodology proposed is based on the technique of multi-attribute decision-making and includes three basic steps: modelling and determination of the demands for quality of logistic services; creation of the offering; and assessment of the degree of fulfilment of the customers' demands based on the quality of the logistic service offered. The model is tested through a case study in which the quality of the logistic service of a Belgrade company that organises and realises international transport is measured.

Keywords:

• logistic service quality
• logistic provider
• multi-attribute decision-making