EVALUATION OF DIMENSIONS OF SERVQUAL MODEL FOR DETERMINING QUALITY OF PROCESSES IN REVERSE LOGISTICS USING A DELPHI – FUZZY PIPRECIA MODEL
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Датум
2022
Наслов журнала
Журнал ISSN
Наслов волумена
Издавач
Institute for Economic Forecasting
Апстракт
Determining a quality measure is a complex process that requires a large number of input parameters and extensive analysis. The purpose of this paper is to evaluate the dimensions of SERVQUAL model for its application in one of reverse logistics channels. A methodology that includes a combination of Delphi and PIPRECIA (PIvot Pairwise RElative Criteria Importance Assessment) method in a fuzzy form was applied. The Delhi method was applied in order for 112 users who filled in the SERVQUAL questionnaire to rank its five constituent dimensions according to significance. After that, based on the evaluation of five experts using the Fuzzy PIPRECIA method, the final values of the dimensions were obtained. Based on results, we could determine that the most significant dimension is C5 (responsiveness) with a weight coefficient of 0.259, followed by the reliability dimension (C1) with a weight of 0.228, slightly smaller than the responsiveness dimension. The assurance dimension and tangibles dimension follow with values (C2=0.207 and C3=0.183), while the empathy dimension is in the last position – C4=0.156. The obtained results show that certain improvement measures should be applied since certain dimensions do not meet the expectations of users to a greater extent. The originality of this research can be seen through the integration of a new Delphi – Fuzzy PIPRECIA model which is presented for the first
Опис
Кључне речи
Fuzzy PIPRECIA, logistics, SERVQUAL, Delphi JEL Classification: D81, C44, Q53