Прегледај по Аутор "Prentkovskis, Olegas"

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    A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model
    (MDPI, 2018) Prentkovskis, Olegas; Erceg, Živko; Stević, Željko; Tanackov, Ilija; Vasiljević, Marko; Gavranović, Mladen
    The daily requirements and needs imposed on the executors of logistics services imply the need for a higher level of quality. In this, the proper execution of all sustainability processes and activities plays an important role. In this paper, a new methodology for improving the measurement of the quality of the service consisting of three phases has been developed. The first phase is the application of the Delphi method to determine the quality dimension ranking. After that, in the second phase, using the FUCOM (full consistency method), we determined the weight coefficients of the quality dimensions. The third phase represents determining the level of quality using the SERVQUAL (service quality) model, or the difference between the established gaps. The new methodology considers the assessment of the quality dimensions of a large number of participants (customers), on the one hand, and experts’ assessments on the other hand. The methodology was verified through the research carried out in an express post company. After processing and analyzing the collected data, the Cronbach alpha coefficient for each dimension of the SERVQUAL model for determining the reliability of the response was calculated. To determine the validity of the results and the developed methodology, an extensive statistical analysis (ANOVA, Duncan, Signum, and chi square tests) was carried out. The integration of certain methods and models into the new methodology has demonstrated greater objectivity and more precise results in determining the level of quality of sustainability processes and activities.
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    The Selection ofWagons for the Internal Transport of a Logistics Company: A Novel Approach Based on Rough BWM and Rough SAW Methods
    (MDPI, 2017) Stević, Željko; Pamučar, Dragan; Zavadskas, Edmundas Kazimieras; Ćirović, Goran; Prentkovskis, Olegas
    The rationalization of logistics activities and processes is very important in the business and efficiency of every company. In this respect, transportation as a subsystem of logistics, whether internal or external, is potentially a huge area for achieving significant savings. In this paper, the emphasis is placed upon the internal transport logistics of a paper manufacturing company. It is necessary to rationalize the movement of vehicles in the company’s internal transport, that is, for the majority of the transport to be transferred to rail transport, because the company already has an industrial track installed in its premises. To do this, it is necessary to purchase at least two used wagons. The problem is formulated as a multi-criteria decision model with eight criteria and eight alternatives. The paper presents a new approach based on a combination of the Simple Additive Weighting (SAW) method and rough numbers, which is used for ranking the potential solutions and selecting the most suitable one. The rough Best–Worst Method (BWM) was used to determine the weight values of the criteria. The results obtained using a combination of these two methods in their rough form were verified by means of a sensitivity analysis consisting of a change in the weight criteria and comparison with the following methods in their conventional and rough forms: the Analytic Hierarchy Process (AHP), Technique for Ordering Preference by Similarity to Ideal Solution (TOPSIS) and MultiAttributive Border Approximation area Comparison (MABAC). The results show very high stability of the model and ranks that are the same or similar in different scenarios.