Customer satisfaction in e-commerce directly depends on diverse dimensions of logistics services. In the market, there is a constant dilemma which logistics service dimensions affect customer satisfaction in e-commerce. The aim of the paper is to determine how certain dimensions of logistics services affect customer satisfaction in e-commerce. Thus, a methodological approach has been developed, as well as an original measuring instrument with eight dimensions: availability, delivery time, shipping costs, delivery reliability, product quality and condition, consumer complaints and return policy, information quality, and e-customers’ perception and satisfaction, with 31 items in total. The model is based on Confirmatory Factor Analysis (CFA) and Partial Least Squares method (PLS) and has been applied on the market of Serbia. A web survey was conducted on a sample of 425 respondents, i.e. final consumers who have used e-commerce services significantly in recent years. The obtained results clearly indicate that the satisfaction of e-commerce consumers directly depends on the observed dimensions of logistics service. The developed procedure and measuring instrument represent a concrete scientific contribution to better understanding of the dimensions of logistics service and customer satisfaction in e-commerce. The measuring instrument can be used to increase the satisfaction of e-commerce clients.

In the face of the increasingly demanding of goods transportation and storage, the orchestration of cold chain logistics emerges as a critical and multifaceted endeavor. This study, addressing a notable gap in literature, establishes a comprehensive framework for temperature monitoring within cold chain logistics, focusing particularly on transportation and warehousing aspects. The complexity of managing temperature-sensitive goods is amplified by the burgeoning number of entities involved in this sector, underscoring the need for a robust monitoring approach. Recent global challenges have precipitated a series of disruptive events, further complicating the reliable transport of temperature-sensitive commodities. In light of these challenges, the necessity for meticulous temperature control during both transportation and warehousing phases is paramount; lapses in this regard could lead to grave consequences. A thorough analysis of existing cold chain delivery systems was conducted, alongside an examination of various temperature monitoring devices utilized in vehicle cargo compartments and storage facilities. The study not only scrutinizes current trends but also introduces novel solutions for effective monitoring. By exploring and evaluating these elements, the research contributes significantly to both theoretical and practical spheres, offering a solid foundation for future investigations and guidance for practitioners and decision-makers in the field. This exploration revealed the imperative for advanced sensor technologies and integrated data management systems, capable of providing real-time, accurate temperature readings throughout the entire cold chain process. The integration of smart transportation solutions, leveraging Internet of Things (IoT) technology, emerges as a pivotal factor in enhancing the reliability and efficiency of temperature monitoring. Additionally, the study underscores the importance of standardized protocols and practices across the industry to ensure consistency and reliability in temperature management. In conclusion, the framework proposed in this study not only addresses existing challenges in cold chain logistics but also paves the way for innovative approaches in temperature monitoring, fostering enhanced quality control and safety in the transportation and storage of temperature-sensitive goods.

The purpose of this paper is to determine how customers from different market segments assess the quality of freight forwarding services, depending on the structure of services, as well as the mutual relation between the freight forwarder and the customers. The research is based on the SERVQUAL model and surveys. The methodology for measuring the quality of logistics services in freight forwarding companies is developed. On the basis of the proposed methodology, the empirical research was conducted. The study includes 120 logistics professionals dealing with import and export trade flows who thereby use the services of freight companies. The verification of the SERVQUAL instrument, results and hypotheses are conducted using the factor analysis and ANOVA. The results show that logistics service quality (LSQ) of freight forwarding companies in Serbia is not at a satisfactory level. Different market segments evaluate the level of quality of service in a different way. Also, customer exceptions and the level of quality depend on the structure of services, as well as the mutual relation between the freight forwarder and the customers. Empirical research and the results are limited to the Serbian market, and only one measurement tool. The procedure and results of the research have practical applications and set the basis for the improvement of forwarding and logistics services. This is one of the first papers dealing with the LSQ of freight forwarding companies in Serbia. Generally, the developed approach can be successfully applied on other markets, which adds value to this paper. New research hypotheses are developed and tested. In that manner, this paper makes contribution in measuring and improving the LSQ.

Business logistics encompasses the intricate planning, seamless implementation, and precise control of the efficient and effective movement and storage of goods, services, and associated information from their origin to their final consumption point. The strategic placement of facilities is intricately intertwined with business logistics, exerting a direct influence on the efficiency and cost-effectiveness of supply chain operations. In the realm of business logistics, decisions regarding the location of facilities, including warehouses, distribution centers, and manufacturing plants, assume a pivotal role in shaping the overarching logistics strategy. Warehouses, serving as pivotal nodes in the supply chain network, establish crucial links at both local and global markets. They serve as the nexus connecting suppliers and customers across the entire supply chain, thus constituting indispensable elements that significantly impact the overall performance of the supply chain. The optimal location of warehouses is paramount for efficient supply chains, ensuring minimized costs and bigger profits. The decision on warehouse location exerts a profound influence on investment costs, operational expenses, and the distribution strategy of a company, thereby playing a substantial role in elevating customer service levels. Hence, the primary objective of this paper is to propose a novel methodology grounded in the application of the Improved Fuzzy Stepwise Weight Assessment Ratio Analysis (SWARA)-Measurement of Alternatives and Ranking according to Compromise Solution (MARCOS) methods for determining warehouse locations tailored to a logistics service provider (LSP) operating in the Serbian market. Through the definition of seven evaluation criteria based on a comprehensive literature review and expert insights, this study aims to assess five potential locations. The findings suggest that the proposed model offers great decision support for effectively addressing challenges akin to the one presented in this study.

Recently, there has been a transparent need to involve public in transport development decisions not only in the EU but also in other countries worldwide. Public involvement in decision-making, however, suffers from two critical issues: lack of expertise and lack of enthusiasm. This paper aims to overcome the first problem: how to amend passenger preferences related to public transport development with expert knowledge on transport systems. For this purpose, a new research methodology has been created which combines the well proven Analytic Hierarchy Process (AHP) and Interpretive Structural Modelling (ISM) methods in a novel way. ISM is used to reveal the non-hierarchical connections of the transport system elements and by this, AHP results are modified with the consideration of element interactions. The first stage of the three-stage-survey has been conducted in Yurihonjo (Japan), the second and third in an international workshop with the participation of experts. Results show that the original AHP scores – gained from passenger evaluations – are significantly modified by adding expert knowledge on factor interactions, thus new preference order is gained related to the importance of the development of public transport system elements. The introduced procedure can be applied for other public transport system improvement decision-making situations in which passenger involvement is required.

Sustainable engineering is very important for logistics systems. Nowadays, sustainable warehouse management is a key factor in market success. Workforce fluctuation and inverting the number of customers’ demands make a lot of problems in distribution warehouses. This study addresses a sustainable approach for the workforce scheduling problem recognized in a real distribution warehouse. The problem arises from the high variability of demand for workers over one workday, which causes workforce surplus in some periods of the workday and shortages in others. Engineering managers of the distribution warehouse already use different full-time and part-time shifts, and schedule workers on different activities, but they still have significant workforce surpluses or shortages in some periods. This study proposes the scheduling of activities’ execution together with workers to face that variability and decrease the cost of the workforce. This idea comes from the fact that some activities in a distribution warehouse can be done in a specific time period after the need for them occurs. In this way, the variability of demand for workers can be decreased, and a lower workforce cost may be ensured. Based on this idea, the entire problem is modeled as integer linear programming. The real example of the problem is solved, and the proposed model is tested on randomly generated instances of the problem in Python by means of the PuLP linear programming package. The results indicate different positive effects in the manner of sustainable warehouse management: lower workforce costs, time savings, better utilization of all types of resources and equipment, increased employee satisfaction, and so on. For even 61% of instances of the introduced problem, the obtained cost of the workforce is lower by more than 20% if activities’ executions are scheduled together with employees.