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

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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)

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.

Suggested Citation

  • Željko STEVIĆ & Dajana NUNIĆ & Ibrahim BADI & Darjan KARABAŠEVIĆ, 2022. "Evaluation of dimensions of SERVQUAL model for determining quality of processes in reverse logistics using a Delphi – Fuzzy PIPRECIA model," Journal for Economic Forecasting, Institute for Economic Forecasting, vol. 0(1), pages 139-159, April.
    • Handle: RePEc:rjr:romjef:v::y:2022:i:1:p:139-159
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    References listed on IDEAS

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    1. Dragisa STANUJKIC & Darjan KARABASEVIC & Gabrijela POPOVIC & Cipriana SAVA, 2021. "Simplified Pivot Pairwise Relative Criteria Importance Assessment (Piprecia-S) Method," Journal for Economic Forecasting, Institute for Economic Forecasting, vol. 0(4), pages 141-154, December.
    2. Željko Stević & Ilija Tanackov & Adis Puška & Goran Jovanov & Jovica Vasiljević & Darko Lojaničić, 2021. "Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics," Sustainability, MDPI, vol. 13(10), pages 1-17, May.
    3. Milovan Tomašević & Lucija Lapuh & Željko Stević & Dragiša Stanujkić & Darjan Karabašević, 2020. "Evaluation of Criteria for the Implementation of High-Performance Computing (HPC) in Danube Region Countries Using Fuzzy PIPRECIA Method," Sustainability, MDPI, vol. 12(7), pages 1-18, April.
    4. S. Ferreira & M. Cabral & N.F. da Cruz & P. Simões & R.C. Marques, 2017. "The costs and benefits of packaging waste management systems in Europe: the perspective of local authorities," Journal of Environmental Planning and Management, Taylor & Francis Journals, vol. 60(5), pages 773-791, May.
    5. Miomir Stanković & Željko Stević & Dillip Kumar Das & Marko Subotić & Dragan Pamučar, 2020. "A New Fuzzy MARCOS Method for Road Traffic Risk Analysis," Mathematics, MDPI, vol. 8(3), pages 1-18, March.
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    1. Vitor William Batista Martins & Denilson Ricardo de Lucena Nunes & André Cristiano Silva Melo & Rayra Brandão & Antônio Erlindo Braga Júnior & Verônica de Menezes Nascimento Nagata, 2022. "Analysis of the Activities That Make Up the Reverse Logistics Processes and Their Importance for the Future of Logistics Networks: An Exploratory Study Using the TOPSIS Technique," Logistics, MDPI, vol. 6(3), pages 1-17, August.

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    More about this item

    Keywords

    Fuzzy PIPRECIA; logistics; SERVQUAL; Delphi;
    All these keywords.

    JEL classification:

    • D81 - Microeconomics - - Information, Knowledge, and Uncertainty - - - Criteria for Decision-Making under Risk and Uncertainty
    • C44 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Operations Research; Statistical Decision Theory
    • Q53 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Environmental Economics - - - Air Pollution; Water Pollution; Noise; Hazardous Waste; Solid Waste; Recycling

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