A customer satisfaction evaluation model for logistics services using fuzzy analytic hierarchy process

Shulin Lan, Hao Zhang, Ray Y. Zhong, G. Q. Huang

Research output: Journal article publicationJournal articleAcademic researchpeer-review

51 Citations (Scopus)

Abstract

Purpose - As the modern manufacturing twining seamlessly with logistics operations for value adding services, logistics service is becoming more and more significant. Under this research background, the purpose of this paper is to introduce an innovative evaluation model for customer satisfaction using fuzzy analytic hierarchy process (FAHP). Design/methodology/approach - This model uses triangular fuzzy concept to determine the weight of each index so that subjective or objective weighting is addressed. A case study from two large express companies in China is used to demonstrate the feasibility and practicality of the proposed model for examining customer satisfaction. Findings - One of the key findings is that Company B has higher customer satisfaction than Company A due to its quick response and flexible logistics strategy. This paper has several contributions. First, A FAHP-based customer satisfaction evaluation model is proposed for the logistics service. Second, the triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method. Third, a case study demonstrates the implementation of the model. Research limitations/implications - First, this paper considers the fuzzy AHP for the customer satisfaction evaluation. Comparing with other multi-criteria decision-making methods like data envelopment analysis, evidential reasoning approach , and multi-attribute value theory will be carried out in the near future. Second, the manufacturing modes like make-to-order, make-to-stock, and masscustomized production may have different logistics support so that the final products may reach the final targets quickly. How to evaluate various mode-based logistics and their customer satisfactions have great significance. Finally, Big Data-enabled customer satisfaction evaluation approaches may be a possible solution. Practical implications - Based on the data from questionnaire, it is found that, in practical applications, manufacturing enterprises should amend the index system according to the specific business scope and the production characteristics. Manufacturing enterprises need to collect large amounts of data through market research and conduct the measurement on the related coefficient between the measurement indicators and customer satisfaction degree. After that, they can make sorting and filtering on the measurement index according to the measurement results. Social implications - Customer satisfaction is very important to manufacturing and logistics enterprises due to its time constraints. The physical products with services like logistics are paid close attention to by the final customers. Originality/value - The contribution of this paper is as follows: a FAHP-based customer satisfaction evaluation model is proposed for the logistics service; triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method; a case study was used to demonstrate the implementation of the model. One of the key findings is that Company B has higher customer satisfaction than Company B due to its quick response and flexible logistics strategy.

Original languageEnglish
Pages (from-to)1024-1042
Number of pages19
JournalIndustrial Management and Data Systems
Volume116
Issue number5
DOIs
Publication statusPublished - 13 Jun 2016
Externally publishedYes

Keywords

  • Customer satisfaction evaluation
  • Fuzzy analytic hierarchy process
  • Logistics service

ASJC Scopus subject areas

  • Management Information Systems
  • Industrial relations
  • Computer Science Applications
  • Strategy and Management
  • Industrial and Manufacturing Engineering

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