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Analyzing the service quality priorities in cargo transportation before and during the Covid-19 outbreak

机译：在Covid-19爆发之前和期间分析货物运输服务质量优先事项

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摘要

The aim of this study is to find out the most critical service quality priorities in cargo transportation before the Covid-19 and during the Covid-19 outbreak by applying the Fuzzy Importance-Performance-Impact Analysis (FIPIA) method. At the same time, it is also aimed to decide the best resource allocation in cargo services and to show the differences between both periods. This is the first study using the FIPIA method in determining the service quality priorities of consumers using cargo service. A total of 723 participants responded to the questionnaire consisting of 341 participants before the Covid-19 and 382 participants during the Covid-19 period. This study also examined whether there is a relationship between the sectors most frequently used in cargo service in both periods and service quality priorities and found the differences in consumers & rsquo; sectors most frequently. According to data found in the study, the application of promotion and courteousness, and politeness of the personnel had the highest value in all service quality priorities before the Covid-19 outbreak. According to results, & ldquo;evaluation of customer complaints in a short time & rdquo; and & ldquo;fast delivery & rdquo; had the highest value in all service quality priorities after the Covid-19 outbreak. Evaluation of customer complaints in a short time and fast delivery had high importance values while performance and impact had relatively low importance, presenting a need to concentrate on these three-service qualities.
机译：本研究的目的是通过应用模糊的重要性 - 性能 - 影响分析（FIPIA）方法，在Covid-19之前和Covid-19爆发期间，在Covid-19之前和Covid-19爆发期间找出最关键的服务质量优先事项。与此同时，它还旨在决定货物服务中的最佳资源配置，并展示两个时期之间的差异。这是第一次使用FIPIA方法研究使用货物服务确定消费者的服务质量优先级。共有723名参与者对Covid-19期间的Covid-19和382名参与者之前的341名参与者组成的调查问卷。本研究还研究了在期间和服务质量优先事项的货物服务中最常使用的部门之间是否存在关系，并发现消费者和rsquo的差异;部门最常。根据研究中的数据，在Covid-19爆发之前，人员的促销和礼貌的应用以及人员的礼貌在所有服务质量优先事项中具有最高价值。根据结果​​，＆ldquo;在短时间内评估客户投诉和rdquo;和＆ldquo;快速交付和rdquo;在Covid-19爆发后，所有服务质量优先级的价值最高。在短时间内评估客户投诉，快速交付具有高度重要的价值，而性能和影响的重要性相对较低，提出了专注于这三个服务质量的必要性。

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