EVALUATING QUALITY OF CONSUMERS LOGISTIC SERVICE

Abstract

In order to provide the quality logistics services and the quality process of logistics servicing it is necessary to carry out the appropriate evaluation. The article considers the existing approaches to evaluating the quality of logistics service of customers. There are no justified list of criteria and indicators of quality evaluation in logistics services nor the methods used for their calculation and evaluation. Among the methods used to evaluate the quality of customer logistic service the analytical (based on partial indicators) and integrated, combining private performance, are the most frequently used. The methodical approach to evaluating the quality of customers logistics service, based on the method of qualimetrical evaluation using interval scales of measurement is offered. The basis of the developed methodological approach is the theoretical principles of the process approach, according to which the quality of the process of logistics servicing is characterized by performance, efficiency and adaptability. The performance reflects the degree of conformity of the actual result of logistics services – provision of logistics services to the expected (planned, because it requires the consumer) and is characterized by quality, precision, time and duration of implementation of logistics services. Efficiency is determined by using the time and resources that should be minimized, that is, minimization of the cost and speed of execution of customer order. Adaptability of logistics servicing speed is the reaction to the changes in customers’ requirements to delivery terms and so forth. The factor-criterion models for evaluating the quality of logistics services have been developed, which is a set of interrelated factors and criteria that determine the degree of compliance of logistics services with the established goals, standards and requirements of consumers.The proposed methodological approach is the basis for the development of methods and approaches to ensure and improve the quality of logistics customer service.