Methodology for Measuring the Customer Satisfaction with the Logistics Services

@article{33384,
   author = {Stopka, Ondrej and Černá, Lenka and Zitrický, Vladislav},
   article_location = {Dubrovnik},
   article_number = {3},
   keywords = {logistics; customer; methodology; criteria; evaluation; measuring},
   language = {eng},
   issn = {0469-6255},
   journal = {Nase More},
   title = {Methodology for Measuring the Customer Satisfaction with the Logistics Services},
   volume = {63},
   year = {2016}
}

TY  - JOUR
ID  - 33384
AU  - Stopka, Ondrej - Černá, Lenka - Zitrický, Vladislav
PY  - 2016
TI  - Methodology for Measuring the Customer Satisfaction with the Logistics Services
JF  - Nase More
VL  - 63
IS  - 3
SP  - 189-194
EP  - 189-194
PB  - University of Dubrovnik
SN  - 04696255
KW  - logistics
KW  - customer
KW  - methodology
KW  - criteria
KW  - evaluation
KW  - measuring
N2  - The article deals with the proposal of methodology for measuring the customer satisfaction with the logistics services. The methodology reflects mostly the subjective quality evaluation which is based on the directly and indirectly measurable characteristics. Researched characteristics result from the customer feelings, wishes, requirements and the experiences of experts which studied the answers from the questionnaire survey. Answers from the questionnaire survey evaluate the quality of logistics services and the importance of evaluation criteria. Objective quality evaluation is verified by the methods for measuring the customer satisfaction. These methods for determining the weights of selected criteria were verified on the basis of proposed flowchart as well.
ER  - 

STOPKA, Ondrej, Lenka ČERNÁ and Vladislav ZITRICKÝ. Methodology for Measuring the Customer Satisfaction with the Logistics Services. \textit{Nase More}. Dubrovnik: University of Dubrovnik, vol.~63, No~3, p.~189-194. ISSN~0469-6255. 2016.