Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics

Željko Stević,Jovica Vasiljević,Ilija Tanackov,Darko Lojaničić,Goran Jovanov,Adis Puška

doi:10.3390/su13105734

Abstract

To run a business successfully, quality determination and customer relations are very important factors. Therefore, it is necessary to measure quality and identify critical points of business. In this paper, an original integrated model for measuring the service quality of reverse logistics (RL) was developed for the company Komunalac Teslić, which was used as an example. The Delphi and Full Consistency Method (FUCOM) was applied to determine the significance of the quality dimensions, while a modified SERVQUAL (SQ) model was used to measure the service quality of the logistics. An original SQ questionnaire was formed with a total of 21 statements that were arranged in five standard dimensions. Examining the reliability of the questionnaire for quality dimensions using the Cronbach Alpha coefficient, it was found that the measurement scales for dimensions are appropriate in terms of user expectations, while in terms of quality perception there is no measurement scale for the empathy dimension. An extensive statistical analysis was then performed to verify the results. A Signum test was applied to identify the relationship between the responses in terms of expectations and perceptions, i.e., to examine their differences. The findings obtained by this research show that the expectations were higher than the perceived quality of the services and that there was a significant statistical difference for 12 of the SQ statements. For two statements, there was a significant statistical difference in favor of perceived quality compared to expectations. Based on the results obtained, the company must improve its services in order for service quality to be at a satisfactory level.

Highlights

This research aims to determine the quality of services in reverse logistics (RL) for the utility company Komunalac Teslić by its service users using an original integrated SERVQUAL–MCDM
The most important issues, i.e., goals, that this study addresses relate to the following: Forming an original SERVQUAL questionnaire of 21 statements used for the first time in the literature of reverse logistics
In order to determine the service quality of Komunalac Teslić in terms of the application of RL, a methodology consisting of three phases (Table 1) was used

Summary

Introduction

The globalization of business together with information technology development has influenced the changes that are happening in the market. The world market is available to all organizations and they can participate in it, which leads to increased competition in the market. Hoping to improve market competitiveness and ensure better long-term development, companies are devoting more and more attention to logistics. Healthy, and well-operated logistics can be an efficient means to reduce costs and increase profit margins [1]. Environmental legislation, and economic opportunities have put pressure on companies to increasingly advocate for sustainable development policies [2]

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Methods

Results

Discussion

Conclusion