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The logistics chain as a factor shaping the logistics customer service on the example of an electrical company
Abstract
This article presents the results of research conducted at an electrical company. The aim was to assess the impact of logistics chain activities on the level of logistics customer service and to determine directions for change. Results obtained using various research methods were presented, including surveys, the Servqual method, statistical analysis, the Customer Satisfaction Index (CSI), OTIF, a case study, and the Ishikawa diagram. Based on the research, key areas requiring improvement in the logistics chain were identified and recommendations were formulated, which will contribute to building the long-term competitive advantage of the studied company.
Keywords:
Logistics, logistics chain, logistics customer service, Servqual method, Customer Satisfaction Index, OTIF indicator, Ishikawa diagramDetails
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