QUALITY MANAGEMENT OF LOGISTICS SERVICES OF ENTERPRISE
Abstract
The article analyzes how six key components of the quality of logistics processes at the macro level according to the Logistics Performance Index developed by the World Bank (customs clearance efficiency, infrastructure quality, ease of transportation organization, logistics operator competence, cargo tracking, and delivery timeliness) affect the quality of logistics services of Ukrainian enterprises at the micro level. The key factors of the quality of logistics services are identified, which are closely interconnected, forming a single system that affects the efficiency of the enterprise and the level of customer satisfaction, ensuring the optimization of logistics processes and improving the overall quality of service. It is noted that effective management of the quality of logistics services at the micro level requires taking into account the influence of LPI components, since they determine the availability of infrastructure, the level of regulation, the cost and speed of logistics operations. The dynamics of the logistics efficiency index in Ukraine were analyzed, in particular, changes in indicators over recent years were assessed, which reflect the efficiency of customs procedures, infrastructure development, the level of accessibility and speed of transportation, as well as efforts to improve interaction between participants in logistics chains. The study showed that the decrease in the index is influenced by problems related to the instability of the infrastructure, delays at customs, as well as limitations in the digitalization of processes that require a comprehensive solution at the level of state policy and enterprises. Successful management of the quality of logistics services is becoming a critical factor in the competitiveness of a transport enterprise, especially in a changing external environment. The stages of logistics service quality management aimed at improving logistics efficiency and meeting customer needs were also identified. An integrated system of logistics service quality management at the enterprise was formed, which takes into account the stages of quality management and the relationship between activities at these stages.
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