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Theefficiencyofintegratorsofametallurgicproductsdistributionnetwork
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productsandreducetransactionwithwhichcustomersarenotsatisfied,theauthor
usedasurveyamongcustomersoftwoselectedintegrators.
2.THELOGISTICCUSTOMERSERVICEASANINDICATOR
OFTHEEFFICIENCYOFTHEDISTRIBUTIONNETWORK
INTEGRATOR
Thedistributionnetworkintegratorisalogisticnodewhichisresponsiblefor
thedutyofsynchronizationofmaterialsflowsandco-ordinationsoftasks
commissionedtopartnersinthenetwork.Intheanalysedmetallurgicproducts
distributionnetworktheintegratoradditionallycombinestasksresultingfromthe
realizationofthepushstrategyandthereforetasksoftraditionalwarehousesof
metallurgicproductsaswellastasksresultingfromtherealizationofthepull
strategy,resultingfromlogisticandproductionprocessesfortheproduct
differentiationstrategy.Thecomplexityoftasksforthatsubjectindicatestheneed
toadaptthestrategyofthelogisticcustomerservicetothepreferencesof
individualmarketsegments.
Thelogisticcustomerserviceincludestransactionalelementsofthecustomer
service.Therefore,wantingtoassessthelevelofcustomersatisfactionwiththe
logisticcustomerserviceoneoughttotakeintoaccountsuchelementsas:thelead
time,punctuality,certainty,completeness,complexity,flexibility,availabilityof
productsfromthestock,competencesoftheservicestaffaswellascommunication
convenience.Whenassessingsuchelementsofthelogisticcustomerserviceitis
worthmentioningsuchnotionsasqualityorthelevelofsatisfaction.Mitręga
(2008)providesthefollowingdefinitionofsatisfaction:"itisastateexperienced
byanindividualandconnectedwithcomparingperceivedthefeaturesofaproduct
andexpectationsofanindividualconcerningthosefeatures.”
Thequalityofserviceisformedintheprocessofexercisingit,whichinvolves
interactionoftheperformerwiththecustomer.Differencesinnotionsconnected
withthecustomerservicecanbenoticedwhileanalysinggapsinthequalityof
servicepresentedonFig.1.
Thefirstgapariseswhenthesupplierworksoutthecustomerservicestandards
whichisnotadequatetorealcustomerpreferences.Thesecondgapconcernsthe
differencebetweenstandardsestablishedbythesupplierandwiththeinfact
performedservice.Thethirdgapconcernsthesituationwhenthecustomer
perceivestheperformedservicedifferentlythanthesupplier.Thefourthgaparises
whenthecustomercannotdescribehisorherrequirementsandperceiveshisorher
requirementsanddescribesitinadifferentmanner.Allfourgapsmustbetaken
intoaccountintheprocessofestablishingstandardsandthemeasurementofthe
levelofcustomersatisfaction.Selectingtheassessmentmeasuresinappropriately
