Critical factors influencing customer value for global shipping carrier-based logistics service providers using Fuzzy AHP approach

Abstract

The key purpose of this research is to apply fuzzy analytic hierarchy process (AHP) approach to empirically study the critical factors influencing customer value for global shipping carrier-based logistics service providers based upon the customers’ perspective. To facilitate the main issue for obtaining critical factors, the four key value metrics - service, quality, cost, and cycle time - are employed to derive those initially important factors firstly. These factors have been discussed and publicized in academic and management fields and can be summarized as four aspects and seventeen initially factors. Subsequently, the proposed fuzzy AHP approach is used to measure relative weights for evaluating these factors. Finally, the systematic appraisal approach is to perform the empirical survey via AHP questionnaires. The results of this study show that: (1) quality is the highest aspect for customer value from the customers’ perspective in Taiwan, and the time is the lowest one; and (2) the top four critical factors influencing customer value are reasonableness of price, related direct costs, safety, and customer satisfaction, respectively. Key words: Customer value, shipping, Fuzzy analytic hierarchy process (AHP).