Abstract
The chapter of the study presents the performed analysis of the logistics services satisfaction survey. It has been found that later the non-conformities in the logistics quality management system are identified and corrected, the more serious they are. The analysis is performed using the PLS-PM model captures the causal relationships of the study sample through arrows that start at a latent variable (factor) and point to the measured indicator variables. Results show that expected quality is the most important and effective latent variable. Customers were positive about the satisfaction of their requirements and the ability of logistics service providers to assess their expectations.
Reference16 articles.
1. Drucker P. The economy’s dark continent. Fortune. 1962;65:265-270
2. Ask C, Trygged M. Enhancing Problem Solving by Improving the Identification of Root Causes to Avoid Reoccurring Non-conformances. Gothenburg: Chalmers University of Technology; 2016
3. Lee HL, Whang S. Higher supply chain security with lower cost: Lessons from total quality management. International Journal of Production Economics. 2005;96:289-300. DOI: 10.1016/j.ijpe.2003.06.003
4. Prokopowicz D, Gołębiowska A. Business Intelligence Analytics Based on the Processing of Large Sets of Information with the Use of Sentiment Analysis and Big Data. Warsaw, Poland: Publishing House SGSP; 2021. pp. 129-154
5. Zafirova T. Integration of the processes of strategic and crisis Management in the Conditions of crisis. Известия на Съюза на учените – Варна Серия Икономически науки. 2021;10:158-168