The article insists that improving quality in an enterprise is the most used strategy. In order to improve the service of the quality level, the article advises that there should be an identification of the quality improvement problem, then research follows. The article uses the Servqual methodology to identify the customer’s judgment on quality service. The problems identified should be concerning the individual service given to the customers and stakeholders. Low logistics services can be a problem to an enterprise as it can lead to transgressiveness in customer services such as supply, production, and distribution.
According to the article, it is necessary to improve the logistics process. Failure to look into the logistic process can lead to extra costs incurred in delays and low quantity and quality of raw materials. An important note to consider in an enterprise is that the logistics process evolves, and thus the importance also grows. Therefore, one can be keen to follow the trends in the logistic process to acquire valid information that is to date. It is also essential to identify the various aspects of the logistics process that incur change because not all aspects incur change.
It is also well explained how one can distinguish quality service. Quality service is achieved when the enterprise fulfills the customer’s expectations. The level of quality service between an individual provider and the recipient can be achieved when both parties have achieved the exchange process advantage they wished to achieve in the first place. In order to achieve such quality service, the logistic process and service should be looked at from a customer’s perspective.
Using the Servqual methodology, the article tested the possible difference between customers’ expectations versus the customer’s experience in an enterprise. The results showed that what the customer expects is higher than what the customer receives from the service provider. The findings concluded that competency is the essential type of quality service offered to customers. Reliability was assessed as the second aspect that is close to competency in terms of customer satisfaction. However, according to the methodology used, empathy is the least essential service in the customer’s opinion.
The Servqual method can be identified with the identification of quality service levels. The method identifies vital aspects that are necessary for the logistic organization process of service improvement. The areas identified in the research are all important in different logistic organization fields regardless of their rank in the research findings. For instance, despite empathy being graded last, it is helpful in customer relations. Materiality is necessary for improving organization facilities and the equipment, which in turn improves customer service. Competency deals with improving workers’ experience and knowledge required in identifying corrective actions. Competency acts as a support for materiality in quality service improvement. For logistic process improvement to be achieved, an organization should train its workers on the high competency level needed to meet customer needs and satisfaction.
The article’s information is quite essential in the logistics management field. I learned the importance of employees’ input in improving the logistic improvement process. The article insists that technical equipment is not as vital as employee input in logistic service improvement. This is because the employee input will directly affect service delivery, unlike technical equipment. Without employee competency, an organization that relies more on technical equipment cannot be assured of logistic process improvement.
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Paying attention to the improvement of the logistic process is vital to the success of an organization. The logistic process can affect the manufacturing process, such as the supply of manufactured raw materials, directly affecting the customer. One should therefore understand the logistic improvement process to provide quality service.