CUSTOMER SATISFACTION ASSESSMENT OF FOURTH PARTY LOGISTICS SERVICE PROVIDERS BY USING QUALITY FUNCTION DEPLOYMENT release_vj4pgmn7pbapnlmmmzyzg4267u

Abstract

The purpose of this research is to enhance the customer satisfaction of fourth party logistics service provider and applies quality function deployment to identify the key technical measures of quality improvement. According to the national logistics report published by Japan Comprehensive Logistics Policy in 2012 proposes to efficiently integrate transportation mode and establish complete global logistics network to meet the increasing demand for advance logistics infrastructure and lowering the logistics cost. Nowadays, around 70% of the firms in Japan and about 40% in US already outsource their major logistics business to professional logistics service providers. The main advantages of logistics outsourcing could support the firms to relieve from complicated logistics task as well as concentrate on their core business. Furthermore, the globalization of economy creates various opportunities as well as challenges for fourth party logistics service providers to gain more business niches in this changing market. Generally speaking, logistics service is mainly characterized by offering efficient business solutions and specialized logistics activities. Their major customers are manufacturing clients. Customer satisfaction is considered as key managerial task since competition is extremely severe in this industry. The quality function deployment is one of the special methodologies to explore the requirements of customer and transform them into meaningful technical measures by cross correlation analysis between customer requirements and technical measures. The empirical study is performed to evaluate service quality of fourth party logistics service providers to give practical suggestion for decision makers.
In text/plain format

Archived Files and Locations