Estimation of transport service quality using an ordinal priority model

Abstract

As service quality in any sector is determined by its users, their input must be taken into account when evaluating freight transport services. However, as transport service quality can only be evaluated following its use, and the criteria considered by the customers may differ from those deemed relevant by the experts, carrier selection process is highly complex. This research was conducted in order to provide transport service users with a simple decision making mechanism for selecting the most optimal freight carrier among multiple alternatives. The model utility is assessed by applying it to a real case, as a part of which a comprehensive sensitivity analysis is conducted to confirm its robustness.