Proceedings of the Korea Society of Information Technology Applications Conference (한국정보기술응용학회:학술대회논문집)

The Korea Society of Information Technology Applications (한국정보기술응용학회)
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Evaluation of 3PL Service Quality Using the AHP -An Application to Korean 3PL Service Providers-

  • So, Soon-Hoo (Callcenter Industry Research Center, Chonnam National University) ;
  • Cheong, Ki-Ju (Department of Business Administration, Chonnam National University) ;
  • Kim, Jae-Jon (Department of Business Administration, Chonnam National University) ;
  • Cho, Geon (Department of Business Administration, Chonnam National University) ;
  • Ryu, Il (School of Business Administration and Trade, Sunchon National University)
  • Published : 2005.11.25
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Abstract

This study applies the Analytic Hierarchy Process (AHP) to evaluate service quality of Third-Party Logistics (3PL) service providers. For this, we first conceptualize five dimensions of 3PL service quality (i.e. tangibles, reliability, responsiveness, assurance and empathy). We then apply the AHP method to determining the relative weights of five service quality dimensions and eventually selecting the best 3PL service provider. To implement this idea in practice, we conduct an empirical study on four companies providing 3PL services in Korea.

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