Logistics Customer Research Articles

Automatic Scheduling Method for Customs Inspection Vehicle Relocation Based on Automotive Electronic Identification and Biometric Recognition

This study presents an innovative automatic scheduling method for the relocation of customs inspection vehicles, leveraging Vehicle Electronic Identification (EVI) and biometric recognition technologies. With the expansion of global trade, customs authorities face increasing pressure to enhance logistics efficiency. Traditional vehicle scheduling often relies on manual processes and simplistic algorithms, resulting in prolonged waiting times and inefficient resource allocation. This research addresses these challenges by integrating EVI and biometric systems into a comprehensive framework aimed at improving vehicle scheduling. The proposed method utilizes genetic algorithms and intelligent optimization techniques to dynamically allocate resources and prioritize vehicle movements based on real-time data. EVI technology facilitates rapid identification of vehicles entering customs facilities, while biometric recognition ensures that only authorized personnel can operate specific vehicles. This dual-layered approach enhances security and streamlines the inspection process, significantly reducing delays. A thorough analysis of the existing literature on customs vehicle scheduling identifies key limitations in current methodologies. The automatic scheduling algorithm is detailed, encompassing vehicle prioritization criteria, dynamic path planning, and real-time driver assignment. The genetic algorithm framework allows for adaptive responses to varying operational conditions. Extensive simulations using real-world data from customs operations validate the effectiveness of the proposed method. Results indicate a significant reduction in vehicle waiting times—up to 30%—and an increase in resource utilization rates by approximately 25%. These findings demonstrate the potential of integrating EVI and biometric technologies to transform customs logistics management. Additionally, a comparison against state-of-the-art scheduling algorithms, such as NSGA-II and MOEA/D, reveals superior efficiency and adaptability. This research not only addresses pressing challenges faced by customs authorities but also contributes to optimizing logistics operations more broadly. In conclusion, the automatic scheduling method presented represents a significant advancement in customs logistics, providing a robust solution for managing complex vehicle scheduling scenarios. Future research directions will focus on refining the algorithm to handle peak traffic periods and exploring predictive analytics for enhanced scheduling optimization. Advancements in the intersection of technology and logistics aim to support more efficient and secure customs operations globally.

Determinants of agricultural tractor selection - assessment from the perspective of a supplier of vehicles and means of transport used in agriculture

The subject of the research described in the presented study are the determinants of the selection of agricultural tractors. The research was conducted from the perspective of suppliers of vehicles and means of transport used in agriculture. Its fundamental aim was an attempt to answer the question concerning factors that are crucial from the buyer's perspective and determine their decision to choose a specific tractor. Achieving the main goal required identifying and defining factors conditioning the decision-making process (the multi-criteria model), which was validated later in the study (the assessment of the significance of requirements). Such an approach enabled conclusions and recommendations regarding the method and direction of improvement in the range of offered tractors and related logistic customer service processes. The main burden of the study fell on desk research analysis including the overview of available literature and documentation sources as well as an expert debate (the method of competent judges). In order to transfer the issue to the level of the agricultural machinery sector - through an interview among a deliberately selected group of suppliers of vehicles and means of transport used in agriculture (including New Holland, Claas, Fendt, John Deer, Kubota, Deutz Fahr, Case IH, Massey Ferguson, Zetor, Farmtrac Tractors Europe) – the importance of determinants was clarified (the hierarchy of importance).

The practice of customs logistics in the export and import of petroleum products

In Russia, oil production and refining are the leading industries. The customs logistics of the export and import of petroleum products has its own characteristics and reserves for improvement. In order to comply with the rule of law and increase the efficiency of foreign trade activities in relation to petroleum products, it is necessary to strictly control all stages of the logistics process. Effective customs logistics implies an integrated approach to solving problems from the perspective of identifying costs and reducing them in conjunction with all logistics links – from supply to distribution. In the course of the study, the specifics of the approach to customs operations in relation to petroleum products as an object of export and import logistics flows within the framework of their movement by various modes of transport were studied. The importance of the development of customs logistics for the development of foreign economic activity and the oil industry is also determined. The result of the study was the directions proposed by the authors to improve the efficiency of customs logistics in the export and import of petroleum products. They include: reduction of losses of oil and petroleum products during transportation; organization of the logistics process, taking into account the analysis of the best practices of oil processing enterprises; improvement of the efficiency of inventory management; optimization of transport routes and choice of vehicles; introduction of modern information technologies into logistics processes.

Analysis of Logistics Customer Complaints Based on Grounded Theory

With the rapid development of e-commerce and the continuous expansion of the global market, the logistics industry is facing increasingly complex challenges in meeting consumer demand and improving service quality. In such a competitive environment, customer complaints have become one of the important indicators to evaluate the quality of logistics services and relationship maintenance. Customer complaints not only reflect customer dissatisfaction with the service, but may also hint at potential systemic problems and opportunities for improvement. In order to better improve logistics services, it is necessary to find the direction of logistics improvement through customer complaints. Based on this, we use the grounded theory method to encode and analyze the customer's online comments on the express service, and then get the logical relationship of each category, refine and summarize the causes of customer complaints, and finally get the customer complaint points. The results show that customer complaints mainly focus on the problems of unclear object status, inefficient logistics business, low staff quality and difficult customer intervention.

Retracted: Construction of Mobile E-Commerce Platform and Analysis of Its Impact on E-Commerce Logistics Customer Satisfaction

Retracted: Construction of Mobile E-Commerce Platform and Analysis of Its Impact on E-Commerce Logistics Customer Satisfaction

Development of the Theory and Practice of Calculating the Cost of Logistics Services As an Element of Customs and Logistics Risk Management in International Supply Chains for Goods Containing Intellectual Property

In conditions of geopolitical instability, the introduction of a huge number of sanctions against our country, conducting foreign economic activity is becoming more and more difficult and expensive. One of the important stages in the international supply chain is customs logistics in terms of customs control, the passage of which is mostly assigned to the logistics operator (customs representative). Every second product today contains intellectual property, and customs authorities have a number of mechanisms to control this complex category of goods. The application by customs authorities of the customs control mechanisms provided for by the customs legislation of the EAEU affects the timing of the release of goods (suspension of the release of goods for 20 working days), as well as the final cost (accounting for license fees in the structure of the customs value of goods). The paper analyzes emerging customs and logistics risks in international supply chains of goods containing intellectual property. The key figure in the declaration of goods is, as a rule, the logistics operator, acting on behalf of and on behalf of the foreign trade participant. However, today the risks of a logistics operator are not taken into account when determining the cost of services for performing operations related to the customs declaration of goods containing intellectual property. The article structures emerging customs and logistics factors in international supply chains of goods containing intellectual property. For this purpose, based on the customs and logistics risks that arise for the logistics operator during the customs declaration of goods containing intellectual property, the consequences of the occurrence of the considered risks for him are determined. A methodology for calculating flexible tariffs for a logistics operator has been developed, including criteria for differentiating tariffs depending on external and internal factors, and correction factors have been proposed.

ДОСЛІДЖЕННЯ ЕФЕКТИВНОСТІ ФУНКЦІОНУВАННЯ СИСТЕМ МИТНОЇ ЛОГІСТИКИ В СУЧАСНИХ УМОВАХ

One of the modern ways to efficiently organise the activities of various sectors of the economy is to apply a logistics approach. To ensure its economic security, each country develops customs regulations, which also actively use the logistics approach. In this case, its peculiarity is the need to optimise export-import processes at a minimum cost. The article substantiates the relevance of the logistics approach for analysing the efficiency of the customs logistics sector, since there are relatively few scientific studies of this issue. The author defines the essence of the logistics function of customs activity, analyses the complex and structure of customs logistics as a specific area of interaction between participants in foreign economic activity, and formulates a list of its main tasks. The article identifies functional elements of customs and logistics activities, in which the efficiency of the main processes can be objectively increased by optimising costs and maximising customer satisfaction. The article presents a set of criteria for evaluating customs logistics systems in terms of cost and time, productivity and quality of services. The author analyses in detail the specifics and prerequisites for the formation of certain cost items in the operation of logistics systems, the minimisation of which in logistics is traditionally the basis for ensuring the efficiency of any participant in international trade and customs and logistics structures. Particular attention is paid to the analysis of the methodology for assessing the quality of customs and logistics services, for which the main types, criteria and quality indicators of various types of services provided to customers when their goods cross the customs border are identified. The reasons for a significant decrease in the efficiency of the processes of promoting cross-border customs and logistics flows that arose with the beginning of the Russian invasion of Ukraine are indicated. Since intermediary structures play an important role in customs logistics, the author describes the basic principles of their functioning in accordance with the provisions of Ukrainian legislation and suggests the use of four groups of key performance indicators for customs brokers and customs clearance agents. The article also identifies a set of possible negative consequences for both intermediaries and their clients in case of non-compliance with the requirements for the efficient organisation of customs and logistics processes.

Logistics customer service management on the example of a manufacturing company

Purpose: The aim of the article is to analyze the operation of company X in the context of logistic customer service in practice. Design/methodology/approach: The idea of the work is to present the theoretical part of customer service and compare it to logistic customer service in practice. It also includes comparisons of practical solutions of company X to theoretical requirements. Findings: The research issue discussed in the article was a survey. Its purpose is to present customer service in Patrick's Day in company X. 81 people of different genders and age groups responded anonymously to the survey questions 15- >60 years. General knowledge of the logistics industry and responses from opinion makers were taken into account. The responses of the surveyed people were presented graphically along with their descriptions. Research limitations/implications: The practical part is intended to reflect the actual compliance of company X with the imposed rules. The Logistics Customer Service Principles were created to ensure a consistent and effective approach to customer service in the context of logistics. Practical implications: The type of customer service strategy depends on the specific goals and needs of a given business. The essence of logistic customer service is the effective management of the flow of products and services from the place of production to the place of consumption in order to meet customer needs. Logistics customer service covers many aspects, such as planning, controlling and monitoring the flow of goods, inventory management, transport, warehousing and coordination of activities between various links in the supply chain. Social implications: Customer service also means the ability to accept customer opinions and comments with an open mind. Customers should be able to express their opinions and complaints and then respond effectively. Originality/value: The article draws attention to the importance of a non-routine approach to the dynamics of opportunities. This is important for management as a scientific discipline, but also for managers, which indicates various possible development paths. Keywords: Customer, logistic customer service, logistics. Category of the paper: Research paper.

Expectations of manufacturing companies for suppliers regarding the improvement of their processes

The article presents the results of conducted empirical research in which an attempt was made to identify the expectations of manufacturing companies towards suppliers in terms of process (logistics customer service, supervision over property customer, production monitoring, supplier supervision) improvement. The research was conducted using the Computer Assisted Telephone Interview (CATI) technique. The research covered 150 production medium and large size companies (employing over 50 people) who were suppliers for enterprises from the automotive, electromechanical and chemical sectors operating in the Polish industrial market. The expectations of production companies towards their suppliers regarding improvement of processes concept were assigned a rank on a scale from one (the least important criterion) to five (the most significant). The analysis of the results of the conducted research shows that the implementation of management tools such as international organizational standards (ISO), Kaizen or Lean Management by companies that are purchasers may affect the expectations towards suppliers in terms of improving their processes. The considerations undertaken in this article confirm that in order to compete on the modern market, close cooperation and cooperation within the supply chain are needed. Representatives of the surveyed manufacturing companies notice this fact and set high expectations for their suppliers in virtually all the surveyed aspects. Conducted research shows that suppliers must pay special attention to the implementation of processes related to ensuring and improving the technical quality of products by focusing on improving control and supervision processes and logistical aspects of customer service. Proper implementation and improvement of these processes requires a methodical approach. Based on the obtained research results, managers of organizations supplying manufacturing companies can obtain important information that will be used to improve processes that are important from the point of view of their recipients. On this basis, they can make an optimal allocation of resources and modify the management style to improve cooperation with manufacturing companies.

Analysis of The Elements of Logistics Customer Service In Freight Forwarding

Logistics is as service industry that relies heavily on people to execute operations in order to provide a better perception to customers through customer service. In stiff competition, customer service will make a big difference between competitors. A qualitative study using in-depth interview analyse the effectiveness of implementing three elements of logistics customer service, i.e., pre-transactions, in transactions and post-transactions, particularly in the international freight forwarding activities to understand the three elements of customer service transactions. The result shows a strong relationship and impact between the elements, although most of the topics in these elements are not relevant to freight forwarding industry.

Methodological bases for assessing the quality of transport and logistics customer service of a marine terminal operator

The purpose of this article is to develop a methodology for assessing the quality of transport and logistics services for operators of sea terminals. The paper identifies the factors influencing the formation of the quality of transport and logistics services in the activities of marine operators of sea terminal in modern conditions. As a result of the conducted research, a system of comprehensive quality assessment has been formed, which allows assessing the degree of customer satisfaction. A new approach to quality assessment is proposed, involving the involvement of customers in the formation of quality criteria, as well as a method for calculating and evaluating the normative level of the generalizing indicator of the quality of transport and logistics customer service of the operator of the sea terminal. The practical significance of the developed methodology is that on its basis it becomes possible to assess the consequences of implementing various management decisions to improve the business processes.

THE CHANGING ROLE OF CUSTOMS: ALIGNMENT OF CUSTOMS SERVICES WITH INTERNATIONAL SUPPLY CHAINS

The role of Customs in international trade has been crucial for many years, and with the ongoing changes in the trade landscape, their role has become even more significant. The article underlines the importance of customs logistics approach in increasing the quality of customs authorities' services. The essence of customs logistics, its basic aspects, and methodologies were researched in order to identify state-foreign trade interactions during customs service provision and to identify the main issues of developing this sector under modern settings. Explores the changing role of Customs in adapting supply chain management practices to improve trade facilitation, increase security and compliance, and reduce costs and delays. The current role of Customs in international trade and supply chain management, challenges, and opportunities facing Customs in adapting to the changing trade environment are discussed. The study concludes that aligning Customs authorities with supply chain management practices is essential to meet the evolving demands of international trade and achieve a more efficient, secure, and compliant global trade environment. Keywords: customs logistics, customs service, Supply chain management, reliability, the supply chain, risks.

The Green Food Supply Chain: Factors Affecting Food Distributor's Sustainability Through Positive WOM

The research intended to uncover factors affecting customers using and repeating orders and transactions with logistics companies in five major logistics hubs in Indonesia. The quality of the food delivered, the service provided, and perceived value significantly impact logistics user satisfaction and bring them back in future transactions. Word of Mouth construct took place as a trigger and supported the fact that it pushed the customers to come back again and take the same logistics service. The result showed that logistics customer satisfaction has a positive influence on positive word of mouth, where the P value was < 0.05 so that when consumers are satisfied with their experience in using the services of a logistics company, it will increase consumers in recommending friends or relatives to take the same services. Positive word of mouth positively influences repurchase intention, where the P value was <0.05, so when consumers recommend friends or relatives to use logistics services, it will increase repurchase intention.

CONCEPT OF CUSTOMER SERVICE IN THE LOGISTICS INDUSTRY: ADVANTAGES, PROBLEMS AND SOLUTIONS

An important concept in the operation of logistics transport systems is logistics customer service. This concept is based on the overall scope of the supply chain. Traditionally, it has been difficult for supply chain components to define their role in the overall customer service provided to end users. However, there is a growing trend towards greater awareness of their role not only in relation to trading partners but also to the end customer. The logistics industry is responsible for the transportation and storage of goods. Improving customer service in the logistics industry can have many benefits. Better customer service can lead to higher levels of satisfaction, repeat business and recommendations. It can also lead to increased efficiency and lower costs. A well-run logistics operation depends on satisfied customers. When customers are satisfied with the service, they are more likely to use the same company again and recommend it to others. Improving customer service can also lead to increased efficiency and lower costs. By optimizing service operations, logistics companies can increase profitability by providing excellent service. Logistics customer service is an important part of the logistics industry. Customers entrust their shipments to a logistics service and expect to receive excellent service. Quality customer service is seen as a way to create loyal customers and keep them coming back, so this issue is relevant for logistics business. The article defines the process of customer service in logistics, describes the stages of logistics service. The importance of improving customer service in the field of logistics is analyzed and tips for its improvement are given. Problems in logistics customer service are identified and ways to determine customer service satisfaction are proposed. The benefits of improving customer service and ways to create a positive customer experience are described. Customer service is extremely important in the world of logistics because of the highly synchronized and detailed planning and execution that is required to operate on a global scale. Improving customer service in the logistics industry can have many benefits. There are many reasons to focus on customer service, from increasing customer satisfaction to reducing costs. By following the developed tips, it is possible to improve the quality of service in the logistics business and ensure the company's competitiveness.

Joint optimization decision of service provider selection and CODP positioning based on mass customization in a cloud logistics environment

PurposeBy introducing the mass customization service mode into the cloud logistics environment, this paper studies the joint optimization of service provider selection and customer order decoupling point (CODP) positioning based on the mass customization service mode to provide customers with more diversified and personalized service content with lower total logistics service cost.Design/methodology/approachThis paper addresses the general process of service composition optimization based on the mass customization mode in a cloud logistics service environment and constructs a joint decision model for service provider selection and CODP positioning. In the model, the two objective functions of minimum service cost and most satisfactory delivery time are considered, and the Pareto optimal solution of the model is obtained via the NSGA-II algorithm. Then, a numerical case is used to verify the superiority of the service composition scheme based on the mass customization mode over the general scheme and to verify the significant impact of the scale effect coefficient on the optimal CODP location.Findings(1) Under the cloud logistics mode, the implementation of the logistics service mode based on mass customization can not only reduce the total cost of logistics services by means of the scale effect of massive orders on the cloud platform but also make more efficient use of a large number of logistics service providers gathered on the cloud platform to provide customers with more customized and diversified service content. (2) The scale effect coefficient directly affects the total cost of logistics services and significantly affects the location of the CODP. Therefore, before implementing the mass customization logistics service mode, the most reasonable clustering of orders on the cloud logistics platform is very important for the follow-up service combination.Originality/valueThe originality of this paper includes two aspects. One is to introduce the mass customization mode in the cloud logistics service environment for the first time and summarize the operation process of implementing the mass customization mode in the cloud logistics environment. Second, in order to solve the joint decision optimization model of provider selection and CODP positioning, this paper designs a method for solving a mixed-integer nonlinear programming model using a multi-layer coding genetic algorithm.

СИСТЕМА УПРАВЛІННЯ РИЗИКАМИ У МИТНІЙ ЛОГІСТИЦІ

The article examines the main tasks of the concept of the risk management system in customs logistics: information space, development of universally innovative programs for identifying risks and their fixation, necessary resources for optimal distribution, risk minimization, damage assessment, customs control strategy. The process of risk management in customs logistics is considered in stages: in the first stage, the collection and processing of information about goods and vehicles moving across the customs border is carried out. An important factor determining the validity and effectiveness of the decisions made is the completeness, promptness and reliability of the information used for the development and implementation of measures to prevent and minimize risks. At the second stage, identification and assessment of risks is carried out. This stage involves the determination of: a set of risk-creating factors and conditions; customs operations, during the implementation of which there is a possibility of violation of customs legislation; criteria that make it possible to assign goods and foreign trade operations to the group with dangerous conditions. The third stage of risk management is the development and implementation of measures, when applying the risk management system in customs logistics, risk reduction programs should be developed, inspections of the financial and economic activities of enterprises participating in foreign economic activity should be carried out, risk profiles should be constantly updated, and control indicators should be monitored. The fourth stage of the risk management process involves summarizing the results of the measures taken and making adjustments. The development of an effective risk management system and its system-forming components is one of the most important directions for improving customs logistics mechanisms today. The risk management system is an effective mechanism aimed at ensuring the interests of all subjects of customs legal relations – both customs authorities and the state in general, as well as conscientious subjects of foreign economic activity, which corresponds to the general trends, principles and standards of modern customs administration, as well as is confirmed by international and, accordingly, national priorities of customs policy.

The impact of logistics and marketing customer service on e-commerce

Purpose: The aim of the study is to retain young customers shopping online. The subject of the study concerns the area related to management and optimization of management during online logistics and marketing purchases. Design/methodology/approach: E-commerce has been steadily gaining more and more supporters in recent years. The Covid-19 pandemic and the restrictions introduced in stationary trade were of particular importance for online shopping. The role of logistic customer service and the impact of online advertising on purchasing decisions were examined. Survey research is the most popular method of social research, therefore, in order to obtain data necessary to achieve the goal of the work, a research tool was used, which is a survey questionnaire. Findings: A detailed analysis concerned the impact of online advertising on the purchasing decisions of young consumers. It is an inseparable element of using network resources and allows you to reach a very wide audience - Internet users. It is this type of advertising that has the greatest impact on consumers, which is related to the constantly growing number of people using the Internet. Originality/value: The publication covers the subject of impact of logistics and marketing customer service on e-commerce. Combining interdisciplinary research in the areas of management and quality science with economics and finance. Keywords: e-commerce, logistic customer service, internet marketing. Category of the paper: research paper.

The impact of logistics and marketing customer service on courier services

Purpose: The aim of the study was to analyze the importance of logistics and customer service marketing in courier services on the DHL platform. In addition, the scale of influence of the marketing of the courier company in question on consumer decisions is suspicious. Design/methodology/approach: The choice fell on the survey as a research method that gave the opportunity to analyze the researched problems from different perspectives, dealing with many issues at the same time, and also through the possibility of reaching more people from the research group. Findings: It has been shown that activities related to logistics and marketing customer service are very important for the functioning of a courier company and achieving success in this industry. Originality/value: The publication covers the subject of impact of logistics and marketing customer service on courier services. Combining interdisciplinary research in the areas of management and quality science with economics and finance. Keywords: courier services, logistic customer service, internet marketing. Category of the paper: case study.

A Brief Analysis of Logistics Customer Service Management

Abstract The quality of customer service determines the survival and development of logistics enterprises. In the highly competitive e-commerce field, it is necessary to continuously improve the customer service management level of logistics enterprises, and the application of big data can optimize customer service management of logistics enterprises in e-commerce. This paper analyzes the reasons for the low customer service satisfaction with domestic logistics enterprises in China, and then puts forward how to optimize customer service management of logistics enterprises in ecommerce based on big data in order to effectively promote the service quality of logistics enterprises. This study is contributing to the body of knowledge by developing a comprehensive framework to solve various e-logistics problems. Hence, the current study is helpful for e-logistics companies to mitigate e-logistic customer satisfaction problems.

Customs and logistics activities in ensuring financial and economic security

Geopolitical and geo-economic factors of influence on the country’s economy impose new requirements in ensuring the financial and economic security of the state. A significant place in ensuring the economic security of the state is assigned to the customs authorities. Along with the functions of budget revenue administration, customs control, in importance, is customs and logistics activities. The purpose of customs logistics is to ensure the financial and economic security of the country, taking into account possible external and internal threats, during the movement of cargo across customs borders. The methodology of the research includes the substantiation of the conceptual apparatus, the purpose and the main tasks of the logistics there. The positions of the EAEU member states on the Logistics Efficiency Index are analysed, common difficulties of the customs and logistics systems of the EAEU member states are identified; it is concluded that the countries for the period under study have not reached the optimal level of logistics infrastructure formation. A strategy for managing threats and risks of the customs and logistics sphere, logistics innovations is proposed. Based on the proposals, a forecast of the trade turnover of the Russian Federation for 2023 and a forecast for exports and imports of the EAEU member states with China and India has been compiled. The innovative component of improving customs and logistics activities is associated with the use of Cargo tracking technology, electronic declaration, and the introduction of a logistics process automation system that allows forecasting sales, purchases, and inventory balances. Strategic management of the development of customs and logistics activities is associated with the formation and implementation of ideas, the choice of technologies, tools and mechanisms for planning, forecasting, motivation, stimulation and controlling, integrating operations and functions into a single complex that guarantees the financial and economic security of the state.