CONSUMER EVALUATIONOF QUALITY OF TRANSPORTATION AND LOGISTICS SERVICES

Abstract

In order to create a customer-oriented system of transport services, to provide synergistic effect from the effective combination of potential and resourrces of all modes of transport on the basis of partner-competitive principles during transportation; to increase the efficiency of internal logistics operations, etc., it is necessary to improve the systems of logistics service, to pay attention to the evaluation of the quality of transport and logistics services from the standpoint of consumers. Existing approaches to assessing the quality of transport and logistics services are based on the general provisions of the evaluation of logistics services as a whole; they do not always fully take into account the position of consumers, so they need improvement. A methodological approach to the evaluation of the quality of transport and logistics services from the consumer’s point of view is proposed, which focuses on the beneficial effect of the consumption of certain logistics services; perception of certain processes and their structural elements. It is based on a typology of Kedott-Tergen’s service elements, according to which the consumer’s perception of quality is regarded as formation in his mind the differences between the expected and actually received service through the perception and evaluation of the essential properties of the relevant elements of transport and logistics services. Formation of quality assessment criteria is carried out by stages and separate steps of transport and logistics services: supply, direct service and its completion and is presented in groups: neutral elements; critical elements; pleasurable and frustrating. The prospects for further research are to develop approaches to quality assurance; modeling of strategic decisions on implementation of the system of transport and logistic service for consumers