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http://dx.doi.org/10.12812/ksms.2017.19.4.209

Improvements of logistics service focusing on value factors utilizing QFD  

Jung, Youg-Suk (ADIDAS Korea)
Kang, Kyung-Sik (Department of Industrial Management Engineering, MYONGJI University)
Publication Information
Journal of the Korea Safety Management & Science / v.19, no.4, 2017 , pp. 209-219 More about this Journal
Abstract
Logistics companies want to be competitive companies in fierce logistics market and are worrying about securing of differentiated competitiveness for it. The standards judging if logistics industry maintains the competitiveness are based on the satisfaction of users due to the well-established service system that can response not only economic feasibility of logistics costs such as transportation costs, storage costs, unloading charges, information costs, etc. but also diversity and upgradability of logistics needs. Therefore, this study focuses on seeking of service quality improvements with VBSD(Value Based Service Design) model focusing on customer value factors based on Kano model and QFD based service design approach from angles of customer value improvement and service costs reduction.
Keywords
Logistics customer satisfaction; Logistics service improvement; QFD(Quality Function Deployment); VBSD(Value Based Service Design);
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