ASSESSMENT OF QUALITY OF TRANSPORT AND LOGISTICS SERVICE OF CONSUMERS

Abstract

The existing approaches to assessing the quality of transport and logistics service of consumers have been considered. The indicators used have been proved to characterize the system of logistics services in whole, provide general information about the appropriate level of service; the emphasis is not placed on the quality of the resources used, the individual characteristics of the process of transport and logistics service, the assessment is not always carried out from the views of specific consumers. The theoretical and methodical approach to the assessment of the quality of transport and logistics service of consumers has been proposed. It is grounded on consideration of the chain of its formation «resources-system-processes-results» based on the definition of the concept of quality as a set of properties, characteristics (delivery time, delivery speed, rhythmicity of service, cargo preservation, route flexibility, etc.), which is formed as a result of interconnected activities, resources and the corresponding system. The approach involves the establishment of indicators aimed at assessing the individual characteristics of the process; the criticality of the failure of the transport and logistics service process for achieving the result intended and the influence of poor-quality process functioning on the realization of other processes are taken into account. The methodical provision has been developed for determining a complex indicator of the quality of transport and logistics service of consumers by the method of fuzzy logic conclusion on the basis of partial indicators, which are aimed at assessing the main characteristics of resources, systems of this process. The offered approach will allow receiving objective assessment of quality level of transport-logistic service of consumers, establishing the most critical conditions and taking necessary measures in proper time.