Abstract
Logistics Service Providers (LSPs) help connecting buyers and suppliers in supply chains. Hence, logistics quality significantly affects the performance of the supply chain. An intensely competitive business environment necessitates that firms provide services according to customer demand to retain them and reduce the turnover rate. Generating appropriate logistics quality improvement strategies for LSP according to customer demand is an important issue. This study utilises Quality Function Deployment (QFD) to generate most appropriate quality improvement strategy. QFD analysis transforms voice of customer into the preference for quality improvement strategies of LSP company, enabling the most effective quality improvement strategy to be generated. This study classifies LSP companies into five types according to their organisation characteristics and their customer source. The best quality improvement strategies are determined with empirical data for each type of LSP company. The difference among the analytical results are compared and discussed further.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: International Journal of Logistics Economics and Globalisation
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
