AN APPROACH TO IMPROVE CUSTOMER SATISFACTION IN LOGISTICS: THE CASE OF HEPCO

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EHSANIFAR MOHAMMAD; EHTESHAM RASI REZA

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Journal Paper

Paper Information

Journal: JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR) Year:2017 | Volume:2 | Issue:2 Page(s): 49-66

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Title

AN APPROACH TO IMPROVE CUSTOMER SATISFACTION IN LOGISTICS: THE CASE OF HEPCO

Author(s)

EHSANIFAR MOHAMMAD | EHTESHAM RASI REZA | Issue Writer Certificate

Keywords

CUSTOMER SERVICE

LOGISTICS SERVICES

STRATEGIC MANAGEMENT

FUZZY

HOUSE OF QUALITY

Abstract

CUSTOMER SERVICE is increasingly being recognized as a source of competitive advantage. Determining customer needs accurately, meeting and exceeding them in a consistent manner is the key to the effective CUSTOMER SERVICE. Companies should adapt a strategic, proactive focus on CUSTOMER SERVICE based on understanding logistics process and designing logistics system to meet their needs. This paper provides an approach based on quality function deployment (QFD) to rank strategic actions to improve logistics service and addresses issue of how to deploy HOUSE OF QUALITY (HOQ) to effectively and efficiently improve logistics process and customer satisfaction. In data collecting, FUZZY logic is used to deal with ill-defined nature of qualitative linguistic judgments required in proposed HOQ. Finally, we found that JIT implementation has highest priority in strategy actions with inventory management and demand-forecasting method coming next.

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APA: Copy

EHSANIFAR, MOHAMMAD, & EHTESHAM RASI, REZA. (2017). AN APPROACH TO IMPROVE CUSTOMER SATISFACTION IN LOGISTICS: THE CASE OF HEPCO. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), 2(2), 49-66. SID. https://sid.ir/paper/715948/en

Vancouver: Copy

EHSANIFAR MOHAMMAD, EHTESHAM RASI REZA. AN APPROACH TO IMPROVE CUSTOMER SATISFACTION IN LOGISTICS: THE CASE OF HEPCO. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR)[Internet]. 2017;2(2):49-66. Available from: https://sid.ir/paper/715948/en

IEEE: Copy

MOHAMMAD EHSANIFAR, and REZA EHTESHAM RASI, “AN APPROACH TO IMPROVE CUSTOMER SATISFACTION IN LOGISTICS: THE CASE OF HEPCO,” JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), vol. 2, no. 2, pp. 49–66, 2017, [Online]. Available: https://sid.ir/paper/715948/en

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