Оцінка ефективності логістичного обслуговування споживачів

КУРСОВА РОБОТА

з дисципліни «Основи науково-аналітичних досліджень»

на тему «Оцінка ефективності логістичного обслуговування споживачів»

Виконав:   студент 3 курсу бакалаврату

групи 6.03.073.030.21.1                                

спеціальності 073 «Менеджмент»                

освітньо-професійної програми «Логістика»

Ткаченко Д.В.             [pic 1]

Керівник: к.е.н., доцент кафедри менеджменту, логістики та інновацій      ХНЕУ ім. С. Кузнеця

Сігаєва Т.Є. [pic 2]

Національна шкала 70

Кількість балів: 70 Оцінка:  ECTS - D

Члени комісії                     Мартиненко М.В.

                                               Сігаєва Т.Є.

Харків – 2023 рік

COURSE WORK

in the discipline "Fundamentals of scientific and analytical research" on the topic "Assessment of the quality of logistics services for consumers"

Performed by: 3rd year undergraduate student

group 6.03.073.030.21.1

specialty 073 "Management"

of the educational and professional program "Logistics"  [pic 3]

Tkachenko D. V.

Supervisor: Ph.D., Assoc. Prof. Department of Management , Logistics and Innovations KhNEU them . S. Kuznets  [pic 4]

Sigaieva T.E.  

National scale  70

Scores:70  Grade: ECTS - D

Members of the commission       Martynenko M.V.

                                              Sigaieva T.E.

Kharkiv – 2023 year

CONTENT

INTRODUCTION        4

1.        THEORETICAL ASPECTS OF CUSTOMER SERVICE        6

1.2 Basic principles, features and concepts of logistic services        9

1.3  Assessment of the level of logistics services        15

2.        BASIC APPROACHES TO ASSESSING THE QUALITY OF LOGISTICS SERVICE        17

2.1 The indicators that characterize the logistics service        17

2.2 Different methods of evaluating logistic service        18

3.        FORMATION AND OPTIMIZATION OF LOGISTICS SERVICE        32

CONCLUSIONS        37

REFERENCES        39

INTRODUCTION

In today's globalized economy, logistics services play a vital role in delivering goods and services to consumers efficiently and effectively. The quality of these services directly impacts customer satisfaction, loyalty, and ultimately, the success of businesses. However, measuring and assessing the quality of logistics services from the consumer's perspective remains a complex challenge due to diverse expectations and the subjective nature of quality evaluation.

This research addresses a critical need to develop a comprehensive framework for assessing the quality of logistics services from the consumer's perspective. By focusing on consumer-centric dimensions of service quality, this research aims to provide valuable insights for logistics providers to improve their service offerings, enhance customer satisfaction, and gain a competitive advantage.

This research focuses on developing a comprehensive framework for assessing the quality of logistics services from the consumer's perspective. Specifically, it will delve into identifying key dimensions of service quality that are important to consumers, developing a reliable measurement instrument, analyzing factors influencing consumer satisfaction, and proposing recommendations for enhancing service quality based on consumer feedback.

The study of this process involved many scientists and researchers. A significant contribution to the development of this issue was made by A.G. Butrin, Bowersox Donald, M. Cooper, D. Lambert, J. Stock , Y. Yakuninoy, Y. Bocharova, S. Kachalov, Martin Christopher.

Research Objective

The primary objective of this study is to explore a comprehensive and valid framework for evaluating the quality of logistics services from the consumer's perspective.

Research Tasks:

Identify the key dimensions of logistics service quality that are important to consumers.