IMPROVING THE QUALITY OF SERVICES IN A LOGISTICS COMPANY USING THE PARETO ANALYSIS

Dana C. Deselnicu, Sandra S. Haddad

Abstract


The objective of the paper is to analyze and improve the quality of shipping services within a logistics company operating in Romania, using the Pareto analysis as a decision-making tool. The paper reviews the theoretical aspects regarding the quality of services, followed by a case study consisting of applying the Pareto principle and method to the maritime transport service offered by the logistics company. The most important problems faced by the company in shipping were identified based on the customers' complaints, followed by the application of the Pareto analysis. The results show that the most significant problems reported by the 60 customer complaint forms were incomplete documentation, exceeding transport time, and incorrect placement of cargo. The Pareto analysis revealed that if the company focuses on solving these critical issues, around 70% of the company's current problems can be solved, leading to increased quality of services and increased customer satisfaction, consequently. 

Keywords


quality management, service management, quality of services, logistics, maritime transport, Pareto analysis

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References


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DOI: https://dx.doi.org/10.21622/MARLOG.2024.13.1.111

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Copyright (c) 2025 Dana C. Deselnicu, Sandra S. Haddad

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The International Maritime Transport and Logistics Journal (MARLOG)

E-ISSN: 2974-3141
P-ISSN: 2974-3133

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Arab Academy for Science, Technology and Maritime Transport (AASTMT)

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