Logistics Service Quality Research Articles

Розробка методики визначення розміру страхового запасу товарів в транспортно-логістичному ланцюзі для підвищення конкурентоздатності підприємства

The methodology of inventory management in the transport and logistics chain was developed based on the justification of organizational decisions, the characteristics of the inventory management system in the intermediate link of the logistics chain (regional transport and distribution center), which interacts with manufacturers, consumers and carriers of goods. The proposed method of determining the size of the insurance stock in the transport and logistics chain is an alternative to traditional methods that depend only on the time of late delivery due to the fault of the carrier. This allows not only to calculate the required size of the insurance stock in the system, but also to draw conclusions about the reliability of enterprises that supply and transport goods. Analysis of the necessary level reliability of the transport and logistics chain determines the quality of logistics service and allows taking into account the well-founded characteristics of the operation of the transport and logistics chain.The results of the study are proposed to be used in the process of optimizing the functioning of the enterprise in the market of goods sales.

Науково-методичне забезпечення формування системи управління взаємовідносинами зі споживачами в цифровому просторі

One of the modern challenges of the organization of marketing activities is the rapid development of digital technologies and information systems as effective tools for promoting products and e-commerce. Therefore, enterprises pay considerable attention to the technological component of business digitalization based on the modernization of IT infrastructure, the introduction of cloud software, and the formation of digital channels using information technology. The key vector of digital transformation should be aimed at increasing the requirements for the level of logistics services, the emergence of new criteria for the quality of logistics services, that is, the formation of a customer-oriented approach to customer relationship management. In view of this, the purpose of this study is to develop scientific and methodological provision of the formation of a system for managing relationships with consumers, taking into account the challenges of the digital environment. To achieve the set goal of the study, the methods of analysis, synthesis, comparison, classification, expert questioning, statistical analysis, structural and logical generalization were used. In the article, the system of management of relationships with consumers is considered as an interrelated set of objects and subjects of management through the implementation of the entire list of functions of management of consumer service processes on the basis of the use of mechanisms of information, organizational and logistical support. The level of use of information and communication technologies in the organization of consumer service processes at Ukrainian enterprises is analyzed. A structural and functional scheme of formation of a system for managing relationships with consumers has been built. The expediency of applying a system approach to the digital transformation of the consumer relationship management system based on the use of information tools and digital channels is substantiated; formation of a qualitatively new culture of marketing communications and omnichannel information environment.

Construction of evaluation indicators for the quality of logistics services on live e-commerce platforms

Construction of evaluation indicators for the quality of logistics services on live e-commerce platforms

Artificial Intelligence in Smart Logistics Cyber-Physical Systems: State-of-The-Arts and Potential Applications

Logistics creates tremendous economic value through supporting the trading of goods between firms and customers, thereby improving the welfare of the society. In order to continuously improve the quality of logistics service, a great variety of cyber-physical techniques have been utilized in the modern logistics systems, which help tackle the grand challenges in multiple aspects including time efficiency, economic cost, safety risk and cyber-security. The fast development of artificial intelligence (AI) has gained significant popularity and success in various domains, and hence, it has been adopted to construct high-quality solutions that can facilitate the monitoring, operation and decision in logistics systems. Furthermore, the deployment of advanced sensoring and computing components forms a cyber-physical system (CPS) infrastructure, which promotes the capability and scalability on data acquisition, transmission, storage and processing, thereby enabling the further penetration of AI technologies. Based on the existing advances, this paper is devoted to conducting a comprehensive survey of the AI applications in the modern logistics CPSs. In specific, we focus on the AI-based research and industrial solutions that can improve the time/economic efficiency, safety and cyber-security of logistics systems. The potential applications of AI to tackle the remaining challenges are also discussed to investigate the way to continuously improving the quality of logistics service.

A study of logistics service quality dimensions impacting customer satisfaction in instant food delivery: the Indian perspective

A study of logistics service quality dimensions impacting customer satisfaction in instant food delivery: the Indian perspective

Integrating Kano model and IPA method to analyse the logistics services quality

Integrating Kano model and IPA method to analyse the logistics services quality

Fourth party logistics service quality management with logistics audit

The logistics audit is an effective instrument for assessing logistics performance and identifying potential problems. The fourth party logistics firm (4PL) deputes the client's logistics delivery tasks to the third party logistics firm (3PL). To improve the service quality of the 3PL, we investigate the optimal contracting problem of the 4PL with logistics audits and examine the effect of the audit instrument. We model the issue with and without audit in the menu of contracts, and the cooperative bargaining contract. By comparing the optimal contract with and without audit, we find that the audit contract improves the service quality, and can reduce the information rent of the 4PL. The numerical results show that the audit contract yields higher expected profits to the 4PL when the rectification cost is lower. The proposed model can provide a potentially useful tool to help the 4PL manager decide on designing the optimal contract for controlling the logistics service quality.

Integrating Kano model and IPA method to analyse the logistics services quality

Integrating Kano model and IPA method to analyse the logistics services quality

Construction of Evaluation Indicators for Rural E-commerce Express Logistics Service Quality in Guangdong Province

Construction of Evaluation Indicators for Rural E-commerce Express Logistics Service Quality in Guangdong Province

중국 C2C 전자상거래 물류서비스 품질이 고객만족도와 고객충 성도에 미치는 영향

Purpose - The purpose of this study was to explore the relationship between C2C logistics service quality(convenience, responsiveness, reliability, information and empathy) customer satisfaction and customer loyalty.
 Design/methodology/approach - This study collected 252 survey data from consumers who use C2C platform in China. Then using SPSS 24.0 in order to analyze the data. This study used SPSS 24.0 to perform empirical analysis with 252 people who use C2C platform in China.
 Findings - First, it was confirmed that the quality of logistics service(convenience, responsiveness, reliability, information and empathy) had a positive effect on customer satisfaction. Second, logistics service quality(convenience, responsiveness, reliability, information and empathy) positively affects the customer loyalty. Third, there is also a strong relationship between customer satisfaction and customer loyalty.
 Research implications or Originality - It is well known that logistics is an important part of e-commerce. Research on the influence of B2B logistics service quality on customer satisfaction and customer loyalty is more currently, but research on C2C is relatively less. Our study contributes the related research area by doing empirical analysis of the relationship between the logistics service quality and customer satisfaction and customer loyalty to provide development suggestions for C2C sellers.

코로나-19 상황에서 중국 택배물류 서비스품질이 고객만족도에 미치는 영향

With the spread of COVID-19, China have taken the urban blockade policy, the express logistics industry is experiencing difficulties in achieving distribution. Even the daily necessities of customers are difficult to buy.This study finds out the determinants of the service quality of express logistics, proposes the determinants according to the characteristics of the era of COVID-19, and selects five factors, including rapidity, safety, economy, convenience, and accuracy. Through the operational definition of each factor, the questionnaire was made and distributed online for empirical analysis. The main research results are as follows: First, it confirms that the quality of express logistics service has a positive impact on customer satisfaction. Second, among the determinants of express logistics service quality, the government control has a statistically significant moderating effect between the rapidity and convenience in customer satisfaction. However, among the determinants of express logistics service quality, economy, security and accuracy have not found statistically significant moderating effects between customer satisfaction. In other words, the impact of rapidity and convenience on customer satisfaction in express logistics service quality is strengthened with the control of the government.
 This shows that from the perspective of express logistics enterprises, among the five determinants of the quality of express logistics services caused by COVID-19, it is very important to strengthen the rapidity and convenience.
 This study reconfirms that in the COVID-19 occluder, the quality of express logistics service also has a positive impact on customer satisfaction. In particular, it is of great significance to analyze the regulatory effect of government regulation. It is generally believed that government regulation will only produce negative effects, but among the determinants of express logistics services, it has a positive regulatory effect in terms of rapidity and convenience, which can be said that the government should pay attention to in the future.

라인밸런스 방법론을 적용한 제화물류의 B2C 프로세스 효율화 방안에 대한 연구

According to the Korea Integrated Logistics Association, domestic parcel delivery volume reached 3.63 billion units last year, and 3.37 billion units in 2020, an increase of 7.6% from the previous year. The importance of online (B2C) logistics is also increasing as the online market grows so fast that it exceeds that of offline stores every year.
 In particular, the shoemaking industry is trying to achieve efficient logistics business through Third Party Logistics (3PL) rather than own logistics. However, unlike general industrial products, it is not easy to achieve optimization of logistics operation personnel through automated facilities or systems. This is because, due to the nature of the shoe industry, there are areas of work that require handwriting for product management and accurate shipment according to complex part numbers, and there are limitations in system development costs and huge infrastructure investment. In particular, as the number of companies operating the online shoe business increases, the demand for 3PL fulfillment service is also increasing. In addition, in the shoe industry, where individual shipments per item are high, the storage function is an important factor due to the packaging accuracy of skilled workers who require expertise and the nature of products that must be depleted by the third year of manufacture.
 Therefore, this study tried to study the online logistics process efficiency by applying the ‘Line Balance methodology’ to vitalize the online channel in the domestic shoe market. In other words, by examining the A-B-C work process of the shoe distribution center, the ‘line balance methodology’ is applied to determine whether the balance of work time required for each process is balanced and operated efficiently, and what is the improvement plan. Time was applied in a balanced way to study ways to increase work productivity.
 In particular, this study is meaningful in that it compares and studies that the required time for each process is applied in a balanced way through line balancing of the logistics center for the activation of online channels in the shoe industry, focusing on the case of Company A, thereby increasing work productivity. have. In addition, although papers related to the existing online channel mainly discuss ways to improve the overall logistics service quality, this study focuses on the case of Company A and studies the method of increasing work productivity of the online channel through the ‘line balance methodology’. There is significance and differentiation in what has been done.

Cluster Analysis of the Transport and Logistics Potential of the Regions of Kazakhstan

The purpose of this study is to assess the regional transport and logistics potential considering economic indicators for transport and logistics. Based on the literature review, elements of the transport and logistics infrastructure were identified, and the mutual influence of the development of transport and logistics and the country’s economy was substantiated. The study of methodological approaches made it possible to identify indicators for assessing the country’s regional transport and logistics potential. We identified 11 indicators in the following groups: indicators of transport infrastructure, logistics indicators and economic indicators for transport and warehousing. The database was generated in the context of regions and cities of republican significance for 2021 according to statistical data from the Bureau of National Statistics of the Agency for Strategic Planning and Reforms of the Republic of Kazakhstan. Using the cluster analysis method, regions were ranked, and groups of regions with different levels of transport and logistics potential were identified. Recommendations were made to improve the quality of logistics services along international transport corridors in the regions of Kazakhstan. The necessity of technological modernization of the transport and logistics infrastructure of the region is substantiated, which allows the creation of modern conditions for the effective functioning of all components of the transport and logistics infrastructure of the region.

Improving the Quality of Courier Services during a Pandemic with Theory of Inventive Problem Solving (TRIZ)

The increase in transactions through e-commerce due to changes in consumer buying behavior during the COVID-19 pandemic affected the demand for logistics services for the delivery of goods. The quality of logistics services can affect customer satisfaction and loyalty, and logistics service companies must provide added value to the services provided. This is what underlies the making of this research to be able to provide innovation proposals and improve service quality to courier service providers to support government programs to improve the quality of national logistics services. The method used in this research is Logistic Service Quality (LSQ), which analyzes problems in courier services. Theory of Inventive Problem Solving (TRIZ) is used to solve problems in the object of research and provide suggestions for improvement.

Dynamic Pricing and Logistics Service Decisions for Crowd Logistics Platforms with Social Delivery Capacity

With the development of sharing economy, more and more enterprises choose crowd logistics for distribution. Because the crowd logistics platform uses social freelancers, the service quality is difficult to guarantee. Considering the reward-penalty mechanism, dynamic differential game models are constructed to study the optimal pricing and quality of crowd logistics services under stochastic demand based on the optimal control theory and Pontryagin maximum principle. The numerical simulation results show that the optimal dynamic decisions change with the fluctuation of demand dynamically. Furthermore, the platform needs to adjust the value of the reward-penalty factor to ensure the level of service quality and revenue in different situations.

Research on logistics service recommendation model and application under mobile cloud environment

Today's personal computer applications are mainly cloud computing services, but it is usually inevitable to apply cloud computing to mobile cloud environments. Computing in the mobile cloud environment has the following advantages: more resources, free access to the "cloud" through any device anytime and anywhere, and provides powerful functions for computer storage and computing, while meeting the needs of more convenient software services. It has become the focus of attention in the last two years. Logistics service quality is an important indicator to measure service quality and reflects customer satisfaction with service. This is very important for service users and logistics providers. However, at present, there is a lack of unified judgment standards for the measurement of logistics service quality, and different scoring systems have different points of emphasis, so users can't get effective recommendation when choosing products. Therefore, this paper applies the principle of mobile cloud environment, combines the evaluation of logistics service quality with the big data system, selects the appropriate logistics service according to the needs of users, and recommends it to users, so as to provide more powerful assistance for users to choose products and improve the efficiency of product selection.This article introduces the recommendation model design, analyzes the complete update problem of the traditional recommendation model, proposes the incremental update recommendation model design, and implements it in a distributed manner on the basis of the Hadoop cloud computing platform.

An Empirical Study On Vietnam’s Participation in The Global Agricultural Value Chain

Agriculture is one of the vital economic sectors in the economic development of Vietnam. Using two datasets from UNCTAD's MRIO database, the paper aims to assess Vietnam’s participation in the global agricultural value chain in 2010-2017 and compare it with ASEAN-5 countries’ participation by calculating backward linkage, forward linkage, position, and participation index. Research results show that Vietnam is moving towards the upstream place and the country’s level of participation tends to increase mainly due to forward linkage participation. There is more diversification in the agricultural export markets but a high concentration of the import markets in Asia. While some commodity groups such as forestry, pocks, sugarcane, rubber, and paddy have more advantages when participating in the global value chain, other groups such as fishery, poultry, cow, and tea have faced passive participation. In comparison with ASEAN-5 countries, Vietnam's participation index is relatively high, but its position index lags. The paper ends by providing some policy implications for Vietnam to improve its participation in the agricultural global value chain, focusing on taking advantage of free trade agreements, applying advanced technologies in agriculture, strengthening brand names for agricultural products, and improving the quality of logistics services.

Research on Logistics Service Assessment for Smart City: A Users’ Review Sentiment Analysis Approach

The innovative development of logistics has become a powerful starting point and strong support for the construction of smart cities. An accurate evaluation of logistics service quality can promote intelligent transformation, and upgrading logistics enterprises can improve the urban public service infrastructure. In this study, we propose a logistics service quality evaluation model based on a combination of sentiment analysis technology and a traditional index evaluation system. With the help of sentiment analysis technology, the model focuses on extracting the sentiment characteristics of logistics service quality from user reviews and analyzing user attitudes from different aspects. We designed a new logistics service quality evaluation index system by improving the SERVQUAL model. The system uses sentiment analysis technology to explore evaluation content through feature extraction and builds relations between the evaluation content and indices. Additionally, we use sentiment orientation analysis with different indices to comprehensively evaluate service quality. The experimental analysis shows that the proposed model and algorithm have high accuracy.

Analisis Perencanaan Kualitas terhadap Kualitas Pelayanan Logistik di Perusahaan 3PL

This study aimed to analyze the effect of quality planning on service quality at PT. Puninar Anji Nyk Logistics Indonesia and also to find out how much effect that the quality planning has on service quality at PT. Puninar Anji Nyk Logistics Indonesia. This study used quantitative method with the population of the customers at PT. Puninar Anji Nyk Logistics Indonesia. The sample in this study was 60 customers by using the Random Sampling method, then the data was processed by SPSS statistical analysis. The independent variable in this study was planning, and the dependent variable in this study was service quality. The results showed that Quality Planning had an effect on the Logistics Service Quality at PT. Puninar Anji Nyk Logistics Indonesia. It was evidenced by the assessment using a simple linear regression test which showed a constant value of 8.541. It means that if the variable X (Planning) was equal to zero, then the variable Y (Service Quality) was -8.541 and it was also known that the planning regression coefficient (X) was 1.546 which was positive. These results showed that every time there was an increase or decrease in Planning (X) by one unit, it was followed by an increase or decrease in customer satisfaction (Y) by 1.546 units. With the results of the t-test performed at t-value > t-table or (10.535 > 1.9) and the results of the correlation coefficient (R) of 0.810 with a scale of > 0.75-0.99 then obtained a value (R Square) of 65.7%, and the results of the Coefficient of Determination with a total R2 of 0.657 or 65.7%. So it can be concluded that H0 was rejected and H1 was accepted, which means the planning variable (X) had a significant effect on the service quality variable (Y).

Carbon neutrality through supply chain performance: does green innovation matter in Asia?

Logistics performance is considered an important determinant of supply chain performance that results in carbon neutrality. The main aim of this study is to investigate the influence of logistics performance and green innovation on carbon emissions for selected Asian economies over the period 2007–2020. The 2SLS approach has been employed for empirical tasks, and the robustness of results has been confirmed through the GMM approach. The results indicate that logistics performance significantly reduces carbon emissions. Besides the logistics performance index, five other indicators of logistics performance have been used in the analysis. These indicators include quality of logistics services, tracking and tracing capability, logistics infrastructure quality, cargo transportation timelines, and customs clearance efficiency. All these indicators are negatively correlated with carbon emissions. The results further indicate that green innovation leads to a significant reduction in carbon emissions. Thus, our results emphasize the priorities of green innovation, logistics performance, and environmental sustainability in Asian economies.