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http://dx.doi.org/10.12812/ksms.2019.21.1.009

The Development of Logistics Service Evaluation Model Considering Potential Customer Demand Improvement Index  

Chang, Yong-Hyuk (Department of Industrial & Management, Myongji University)
Cho, Yu-Jin (Department of Industrial & Management, Myongji University)
Kang, Kyung-Sik (Department of Industrial & Management, Myongji University)
Publication Information
Journal of the Korea Safety Management & Science / v.21, no.1, 2019 , pp. 9-16 More about this Journal
Abstract
Logistics companies are worrying about securing of differential competitiveness so as to be competitive companies in keen logistics market. The ground is how users are satisfied by sell-established service system to respond not only economic feasibility of logistics costs but also diversity and advancement of logistics needs. The competitiveness of logistics companies is also caused by customer satisfaction of service and only companies finding and satisfying customer needs continuously may be more competitive. For the competitiveness, it's the most important to analyze demands of current and potential customers and their pursuing value properly. Therefore, this researcher grasped PSL for online logistics service users with 5-point Likert-scale and quality-level decision method that consider the weighted value based on Kano model, measured customer's potential Demand for service through PCDI, and suggested methodology for deciding the priority of the improvement with loss function of Taguchi.
Keywords
PCDI; Potential Customer Demand Improvement Index; Loss Function;
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Times Cited By KSCI : 1  (Citation Analysis)
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