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

Ben Clegg, Faith Flanagan

Research output: Contribution to conferenceAbstract

Abstract

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.
Original languageEnglish
Pages5
Publication statusPublished - 2005
Event16th annual conference of Production and Operations Management - Chicago, United Kingdom
Duration: 29 Apr 20052 May 2005

Conference

Conference16th annual conference of Production and Operations Management
Abbreviated titlepom 2005
CountryUnited Kingdom
CityChicago
Period29/04/052/05/05

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    Clegg, B., & Flanagan, F. (2005). Assessing service satisfaction between a 3PL provider and a vehicle manufacturer using the SERVQUAL technique. 5. Abstract from 16th annual conference of Production and Operations Management, Chicago, United Kingdom.