– The purpose of this paper is to implement a multi-criteria preference disaggregation approach to measure logistics service quality (LSQ) of manufacturing companies’ supply chains.
– A total 216 Greek manufacturing companies took part in a survey with the use of a dedicated questionnaire. They were asked to assess the LSQ of their primary supplier regarding a predefined set of criteria and sub-criteria. The data were analysed with the multi-criteria satisfaction analysis method, which represents an ordinal regression based approach used for customer satisfaction measurement.
– Weak points of the suppliers as well as dimensions that drive satisfaction were identified. Furthermore, the competitive advantages of the suppliers as well as their priorities for improvement were spotted.
– The sampling framework, including only the manufacturing companies operating in a specific area of Greece, does not ensure the full generalisation of the results. A larger sample of manufacturing companies from all over Greece would be useful to obtain more reliable results and would enable the comparison of LSQ for different manufacturing sectors.
– The method used to assess LSQ of manufacturing companies can be installed as a permanent customer satisfaction barometer to measure, control and improve the LSQ provided to manufacturing companies as well as to other business sectors.
– This paper proposes a method to explore the relationships between LSQ and industrial customers’ satisfaction to prioritise strategic plans of companies in the supply chains.
