Assessing service satisfaction between a 3PL provider and a vehicle manufacturer using the SERVQUAL technique


This paper reports on a new study conducted within a leading UK based (and US owned) car manufacturing company looking at the satisfaction between parties within a newly formed third party logistics (3PL) relationship. The study contains a two-way assessment of the relationship (i.e. the vehicle manufacturer’s Parts Supply and Logistics Operation’s assessment of the 3PL’s service and the 3PL’s assessment of the vehicle manufacturer’s relationship management ability). The study principally used an online SERVQUAL survey, (backed up with an on-line questionnaire, and face to face interviews) for data collection. The paper discusses the background and problems that have arisen in the relationship, the analysis of how each of the parties sees one other in terms of the service provided. Also, the findings and recommendations presented to management are outlined: these include factors such as the need for information sharing, reliability, flexibility, role specificity, trust and effective requirements management.

Divisions: College of Business and Social Sciences > Aston Business School > Operations & Information Management
Event Title: 16th annual conference of Production and Operations Management
Event Type: Other
Event Dates: 2005-04-29 - 2005-05-02
Last Modified: 23 Oct 2019 10:02
Date Deposited: 09 Oct 2009 13:13
Published Date: 2005
Authors: Clegg, Ben (ORCID Profile 0000-0001-7506-5237)
Flanagan, Faith


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