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