METHODOLOGY FOR ASSESSING CUSTOMER SATISFACTION WITH WAREHOUSE SERVICES ON THE B2B MARKET
The relevance of the research is due to the need to develop theoretical and practical aspects for assessing the level of customer satisfaction with business services due to the lack of the scientific basis for its implementation. The available methodological approaches are aimed at determining the satisfaction of end-users-people, while the issues of assessing consumers-organizations` satisfaction remain unresolved. The most common business services include storage services (or services of logistics operators). According to our analysis of existing works, the lack of scientific works devoted to assessing the level of satisfaction with services provided by logistics operators is proved. This study aims to develop a methodology for assessing customer satisfaction with warehouse services on the B2B market. The main results of the study are the methodology proposed by the authors for assessing customer satisfaction with warehouse services on the B2B market and the testing of this methodology at the largest Russian manufacturer of automobile tires (Tire complex PJSC Tatneft). The authors` suggestions can serve as the basis for the further development of theoretical provisions on the development of methods for assessing customer satisfaction with business services.
Keywords: assessment of satisfaction, customer satisfaction, quality of services, warehouse services, B2B segment.
Highlights:
a methodology for assessing customer satisfaction with warehouse services on the B2B market was developed;
decomposition of the criterion “level of customer satisfaction with warehouse services on the B2B market” was presented;
a system of criteria and indicators for assessing the level of customer satisfaction with warehouse services was proposed;
an algorithm for assessing customer satisfaction with warehousing services of the internal corporate outsourcer was given;
a study of the quality of warehouse services provided to enterprises of the tire complex of PJSC TATNEFT was conducted, and customer satisfaction with these services was assessed.
Natalia I. Voitkevich, Doctor of Economics, Professor; Natalia V. Ivanova, Candidate of Economics, Associate Professor of the Department of Commerce, Service and Tourism; Nail Sh. Satdinov, a doctoral candidate - Samara State University of Economics.