Evaluating the Service Quality of Thirdparty Logistics Service Providers Using the Analytic Hierarchy Process

Authors

  • Soon-hoo So Chonnam National University
  • JaeJon Kim Chonnam National University
  • KiJu Cheong Chonnam National University
  • Geon Cho Chonnam National University

DOI:

https://doi.org/10.4301/s1807-17752006000300001

Abstract

In this study we apply the analytic hierarchy process (AHP) to evaluate the service quality of third-party logistics (3PL) service providers. We first conceptualize five dimensions of 3PL service quality (i.e. tangibles, reliability, responsiveness, assurance and empathy). We then apply the AHP method to determine the relative weights of the five service quality dimensions and eventually select the best 3PL service provider. To implement this idea in practice, we conduct an empirical case study on four companies providing 3PL services in Korea. The results indicate that Responsiveness out of the five service quality dimensions is the most important factor in the perception of 3PL customers.

Author Biographies

Soon-hoo So, Chonnam National University

is currently working as a vice-director of Korea Call Center Industry Research Institute. He received his Ph.D. degree in Management Information Systems, specialized in Supply Chain Management, from Chonnam National University, Korea. E-mail: swso@chonnam.ac.kr

JaeJon Kim, Chonnam National University

is a Professor of Information Systems at the School of Business Administration, Chonnam National University, Korea. He received his Ph.D. degree in Computer Information Systems from Arizona State University in the U.S.A. E-mail: jaejon@chonnam.ac.kr

KiJu Cheong, Chonnam National University

is a Professor of School of Business Administration, Chonnam National University, Korea. He received his Ph.D. degree in Marketing from Alabama University-Tuscaloosa. He taught at Purdue University for 4 years. E-mail: kcheong3@chonnam.ac.kr

Geon Cho, Chonnam National University

is an associate professor of School of Business Administration, Chonnam National University, Korea. He received his Ph.D. degree in Operations Research from Purdue University. E-mail: gcho@chonnam.ac.kr

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Published

2007-01-10

How to Cite

So, S.- hoo, Kim, J., Cheong, K., & Cho, G. (2007). Evaluating the Service Quality of Thirdparty Logistics Service Providers Using the Analytic Hierarchy Process. Journal of Information Systems and Technology Management, 3(3), p. 261–270. https://doi.org/10.4301/s1807-17752006000300001

Issue

Vol. 3 No. 3 (2006)

Section

Articles

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