Quality management tools applying in the strategy of logistics services quality improvement
Abstract
Combination of factors such as: properly organized logistics process, lack of nonconformities, transport damages avoiding and transport in accordance Just In Time idea significantly reduces costs and streamlines the entire production process. This paper proposes the quality management tool for the logistics services assessment based on the results obtained in the selected company operating in Eastern Europe. Customers’ expectations and perceptions were compared using the SERVQUAL method that concerns the service quality assessment in five areas such as: materiality, reliability, promptness, competency and empathy. The research method SERVQUAL allows assessing the service quality level and identifying company areas that requires corrective actions within the improvement process.
References
Beddowes, P., Gulliford, S., Knight, M., & Saunders, I. (1988). Service Success! Who Is Getting There? Operations Management Association, University of Nottingham, Nottingham.
Borkowski, S., & Czajkowska, A. (2006). Analysis of nonconformities responsible for the low quality of the castings. VII International Scientific Conference. New Technologies and achievements in metallurgy and material engineering. Częstochowa, 80-83. (in Polish).
Borkowski, S., & Čorejowă, T. (2004). Instruments of problems solving in management. Publishing House of the Management and Marketing Higher School. Sosnowiec. (in Polish)
Bratu, M.S. (2013). Improvements in assessing the forecasts accuracy - a case study for Romanian macroeconomic forecasts. Serbian Journal of Management, 8 (1), 53-65.
Danzas, L. (2002). Danzas Deutschland holding GmbH, Düsseldorf. p2.
Dobos, I., & Knut, R. (2006). A production/recycling model with quality consideration. International Journal of Production Economics, 104, 571-579.
Gajewski, A. (2007). Introduction into quality management. Publishing House of Malopolska Economics Higher School. Tarnów. 28-29. (in Polish)
Heywood-Farmer, J. (1988). A conceptual model of service quality. International Journal of Operations & Production Management, 6 (3), 5-9.
Jost, M., Oblak, L., Zupancic, A., & Kos, J. (2012). Use of elements of the marketing communications mix in Slovenian furniture companies. Wood and furniture industry in times of change – new trends and challenges. 5th International Conference on Wood and Furniture Industry in Times of Change - New trends and challenges (WoodEMA). Trnava. Slovakia. Jun 06-08 2012, 30 – 34.
Kaye, M., & Dyason, M. (2013). Delivering “more for less” in the public sector: a criminal justice system case study. Proceeding of 14 International Symposium on Quality, Quality against recession. Rovinj, 571-581.
Lewis, B.R. (1989). Quality in the service sector – a review. International Journal of Bank Marketing, 7 (5), 4-12.
Maleszka, A., & Zalewski, R. (2005). Quality – Quality Management. Centre of Leaders Creating. Skierniewice. p103. (in Polish)
Mazur, J. (2001). Service marketing management. Centre of Consulting and Information. Difin. Warszawa. (in Polish)
Meller, A. (1994). Method of failures modes and effects analysis (FMEA). Organization Review, 2, p16. (in Polish)
Mentzer, J.T., Gomes, R., & Krapfel, R.E. (1989). Physical distribution service: a fundamental marketing concept. Journal of The Academy of Marketing Science, 17 (1), 53-62.
Miller, P. (2011). Systemic quality management. Difin. Warszawa, 483-485. (in Polish)
Moore, C.D. (1987). Outclass the competition with service distinction. Mortgage Banking, 47 (11), 24-32.
Nash, C.A. (1988). A question of service: action pack. Business Management Programme. Hotel and Catering Industry Training Board. National Consumer Council, London.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40.
Pavlović, D., Todorović, M., Mladenović, S., & Milosavljević, P. (2014). The role of quality methods in improving education process: Case study. Serbian Journal of Management, 9 (2), 219-230.
Philip, G., & Hazlett, S. (1997). The measurement of service quality: a new ‘P-C-P’ attributes model. International Journal of Quality & Reliability Management, 14 (2/3), 260-286.
Power, B. (2015). When the process improvement is significant from the point of view of strategy? Harvard Business Review Polska. (in Polish)
Robledo, M.A. (2001). Measuring and managing service quality: integrating customer expectations. Managing Service Quality, 11 (1), 22-31.
Simchi–Levi, D., Kaminsky, P., & Simchi–Levi, E. (2000). Designing and managing the supply chain. Irwin McGraw – Hill, International Editions. p1.
Stacho, Z., Urbancová, H., & Stachová, K. (2013). Organisational Arrangement of Human Resources Management in Organisations Operating in Slovakia and Czech Republic. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 61 (7), 2787-2799.
Stasiak-Betlejewska, R., Kaye, M., Dyason, M., Stachová, K., & Urbancová, H. (2014), The services quality level assessment at the technical university using the Servqual method. Journal on Efficiency and Responsibility in Education and Science, 7 (3-4), 53-58.
Stojanović, D.M., & Aas, B.O. (2015). Transport outsourcing and transport collaboration relationship – the risk hedging perspective. Serbian Journal of Management, 10 (1), 33–49.
Witkowski, J. (2002). Logistics companies to global and national development challenges. Logistics enterprises in the transition. Publishing House. Wroclaw. p240. (in Polish)
Wszendybył, E. (2005). Methods of the hotel services quality measuring. [In:] Borkowski, S. Products and services quality management. Manager Publising House PTM. Warszawa. (in Polish)
Wszendybył, E., & Borkowski, S. (2004). The quality of hotel services from the point of customer’s view. [In:] Stankiewicz, J. The organization in conditions of growing competition. Publishing House of Zielonogórski University. Zielona Góra. (in Polish)
Zhang, C. (2011). Logistics Service Quality Evaluation. Communications in Information Science and Management Engineering, 1 (1), 16-21.
Zhang C., & Zhang L. (2010). Logistics Service Quality Evaluation. Scientific Research. The Conference on Web Based Business Management.
Zeithaml, V. (1987). Defining and Relating Price, Perceived Quality and Perceived Value. Marketing Services Institute Report No. 87-101. Marketing Services Institute. Cambridge.
Zeithaml, V.A., Parasurman, A., & Berry, L.L. (1990). Delivering Quality Service. Balancing customer perceptions and expectations, The Free Press.
The Author wishes to submit the Work to SJM for publication. To enable SJM to publish the Work and to give effect to the parties’ intention set forth herein, they have agreed to cede the first right to publication and republication in the SJM Journal.
Cession
The Author hereby cedes to SJM, who accepts the cession, to the copyright in and to the paper.
The purpose of the cession is to enable SJM to publish the Work, as first publisher world-wide, and for republication in the SJM Journal, and to grant the right to others to publish the Work world-wide, for so long as such copyright subsists;
SJM shall be entitled to edit the work before publication, as it deems fit, subject to the Authors approval
The Author warrants to SJM that:
- the Author is the owner of the copyright in the Work, whether as author or as reassigned from the Author’s employee and that the Author is entitled to cede the copyright to SJM;
- the paper (or any of its part) is not submitted or accepted for publication in any other Journal;
- the Work is an original work created by the Author;
- the Author has not transferred, ceded, or assigned the copyright, or any part thereof, to any third party; or granted any third party a licence or other right to the copyright, which may affect or detract from the rights granted to SJM in terms of this agreement.
The Author hereby indemnifies the SJM as a body and its individual members, to the fullest extent permitted in law, against all or any claims which may arise consequent to the warranties set forth.
No monetary consideration shall be payable by SJM to the Author for the cession, but SJM shall clearly identify the Author as having produced the Work and ensure that due recognition is given to the Author in any publication of the Work.
Should SJM, in its sole discretion, elect not to publish the Work within 1 year after the date of this agreement, the cession shall lapse and be of no further effect. In such event the copyright shall revert to the Author and SJM shall not publish the Work, or any part thereof, without the Author’s prior written consent.