Abstract
Logistics service quality management is essential to retain customer loyalty and remain competitive in modern business environments. In this chapter, we propose a three-step approach for logistics service quality evaluation considering perspectives of different stakeholders. These stakeholders are shippers, logistics service providers, customers, municipal administrators, traffic managers, and city residents. In the first step, we identify the requirements (criteria) for logistics service quality evaluation using fuzzy Delphi technique. The second step involves attributing weights to these requirements using fuzzy analytic hierarchy process (AHP). In the third step, fuzzy technique for order of preference by similarity to ideal solution (TOPSIS) is used to rank the alternatives for logistics service quality improvement. A numerical application is provided. Sensitivity analysis is conducted to determine the influence of modeling parameters on final results. The strength of our work is (1) incorporation of multiple perspectives of stakeholders in the decision-making process; (2) use of fuzzy numbers to address uncertainty in group decision-making; and (3) application of fuzzy Delphi, fuzzy AHP, and fuzzy TOPSIS in identifying and allocating criteria and alternative rankings thereby eliminating any inconsistencies in decision makers' preferences.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
