The Prioritisation of Service Dimensions in Logistics Centres: A Fuzzy Quality Function Deployment Methodology

Abstract

This study takes a customer focus that prioritises the service-offering dimensions of logistics centres (LCs) by considering potential LC customer expectations. Applying a survey and a quality function deployment methodology to logistics service providers, the study explores, categorises and prioritises LC customer expectations and LC service characteristics. The results indicate that customer preferences mainly prioritise infrastructure, and warehouse and intermodal dimensions. However, when the cost dimension is included, higher utility values are delivered through soft service dimensions like value-added or standard services. LC investors or undertakers can use these results to guide their design of market offerings by using the same methodology to assess expectations in their target markets.