Evaluation of dimensions of SERVQUAL model for determining quality of processes in reverse logistics using a Delphi – Fuzzy PIPRECIA model

Željko Stević (), Dajana Nunić (), Ibrahim Badi () and Darjan Karabašević ()
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Željko Stević: University of East Sarajevo, Faculty of Transport and Traffic Engineering Doboj, Vojvode Mišića 52, 74000 Doboj, Bosnia and Herzegovina
Dajana Nunić: University of East Sarajevo, Faculty of Transport and Traffic Engineering Doboj, Vojvode Mišića 52, 74000 Doboj, Bosnia and Herzegovina
Ibrahim Badi: Libyan Academy-Misurata, Libya
Darjan Karabašević: University Business Academy in Novi Sad, Faculty of Applied Management, Economics and Finance, Jevrejska 24, 11000 Belgrade, Serbia

Journal for Economic Forecasting, 2022, issue 1, 139-159

Abstract: Determining a quality measure is a complex process that requires a large number of input parameters and extensive analysis. The purpose of this paper is to evaluate the dimensions of SERVQUAL model for its application in one of reverse logistics channels. A methodology that includes a combination of Delphi and PIPRECIA (PIvot Pairwise RElative Criteria Importance Assessment) method in a fuzzy form was applied. The Delhi method was applied in order for 112 users who filled in the SERVQUAL questionnaire to rank its five constituent dimensions according to significance. After that, based on the evaluation of five experts using the Fuzzy PIPRECIA method, the final values of the dimensions were obtained. Based on results, we could determine that the most significant dimension is C5 (responsiveness) with a weight coefficient of 0.259, followed by the reliability dimension (C1) with a weight of 0.228, slightly smaller than the responsiveness dimension. The assurance dimension and tangibles dimension follow with values (C2=0.207 and C3=0.183), while the empathy dimension is in the last position – C4=0.156. The obtained results show that certain improvement measures should be applied since certain dimensions do not meet the expectations of users to a greater extent. The originality of this research can be seen through the integration of a new Delphi – Fuzzy PIPRECIA model which is presented for the first time. In addition, reviewing other studies, it has been noticed that this is the first time that the SERVQUAL model or its dimensions are applied in the field of reverse logistics.

Keywords: Fuzzy PIPRECIA; logistics; SERVQUAL; Delphi (search for similar items in EconPapers)
JEL-codes: C44 D81 Q53 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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