Logforum. 2015. 11(4), article 2, 329-340; DOI: https://doi.org/10.17270/J.LOG.2015.4.2
THE DETERMINANTS OF LOGISTICS COOPERATION IN THE SUPPLY CHAIN - SELECTED RESULTS OF THE OPINION POLL WITHIN LOGISTICS SERVICE PROVIDERS AND THEIR CUSTOMERS
Marcin Świtała, Edyta Klosa
University of Economics in Katowice, Poland
Introduction: The paper is focused on some selected aspects of the cooperation between logistics service providers and their customers and considers the results of comparative analysis of importance assessment of the variables determining: the scope and nature of that cooperation, quality of providers' sales offer as well as changes in their customer service policy.
Methods: To analyze the underlying problem direct research was conducted, i.e. a survey based on a questionnaire among 50 logistics service providers and 50 shippers. The sample was determined on special purpose. In the statistical analysis chi-square independence test, U Mann-Whitney's test as well as Cramer's V and Spearman's rho correlation ratios were used.
Results: There were observed significant statistical differences between analyzed groups in the way the cooperation is perceived. The most vital discrepancies are related to customers' satisfaction degree and the assessment of the influence the providers' prices and competencies have on the cooperation. For the customers, declaring higher degree of the satisfaction from the cooperation, service quality was the most important factor. However, for the service providers, price factor was the most important one. Moreover, some differences in the answers related to changes in the service were observed, mainly with reference to: logistics capacity, out-of-loss shipments and communication.
Conclusions: The group of customers revealed to be little demanding about logistics service. They tended to order mainly routine services, not demanding special skills from the service providers. This is the most probable reason why customers/providers preferred cooperation with greater number of entities. The customers, unlike service providers, also didn't have the need to develop more advanced forms of cooperation. Moreover, the observed differences related to the importance hierarchy of the cooperation determinants as well as service standards, should be considered by the logistics service providers when continuing their cooperation with customers.
Keywords: logistics service providers, customers, cooperation, logistics service, satisfaction
|MLA||Świtała, Marcin, and Edyta Klosa. "The determinants of logistics cooperation in the supply chain - selected results of the opinion poll within logistics service providers and their customers." Logforum 11.4 (2015): 2. DOI: https://doi.org/10.17270/J.LOG.2015.4.2|
|APA||Marcin Świtała, Edyta Klosa (2015). The determinants of logistics cooperation in the supply chain - selected results of the opinion poll within logistics service providers and their customers. Logforum 11 (4), 2. DOI: https://doi.org/10.17270/J.LOG.2015.4.2|
|ISO 690||ŚWITAłA, Marcin, KLOSA, Edyta. The determinants of logistics cooperation in the supply chain - selected results of the opinion poll within logistics service providers and their customers. Logforum, 2015, 11.4: 2. DOI: https://doi.org/10.17270/J.LOG.2015.4.2|