The role of service attributes in customer satisfaction: An analysis of classified hotels in Cameroon
| Autor: | Ndeme Richard Nkene, Felix Nkiendem, Innocent Essomme, Fokeng Sylvie and |
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| Rok vydání: | 2018 |
| Předmět: |
Service (business)
Economic efficiency Process management business.industry 05 social sciences Information technology ComputerApplications_COMPUTERSINOTHERSYSTEMS Green logistics Outsourcing Resource (project management) 0502 economics and business Critical success factor Sustainability General Earth and Planetary Sciences 050211 marketing business 050212 sport leisure & tourism General Environmental Science |
| Zdroj: | African Journal of Business Management. 12:66-77 |
| ISSN: | 1993-8233 |
| Popis: | With the rapid development of global economic integration, many enterprises outsource their logistics to vendors to centrally develop their own core interests. Secondly, the emphasis on sustainability makes people pay more attention on a series of environmental problems arising in logistics. Green logistics enterprises not only improve their economic efficiency, but also enhance their competitiveness and optimize their environmental friendly benefits. Based on the aforementioned facts, this paper explores the factors involved in the selection of green logistics companies. Research tools used include an expert survey questionnaire and interviews with experts. Data collected were analyzed, leading to addressing of key success factors categorized into four dimensions (environmental, resource, economic and technical attributes), and include thirteen criteria (atmospheric pollution assessment, solid waste pollution facilities and equipment evaluation, evaluation of noise pollution, waste water pollution assessment, recycled materials utilization, use of equipment resource, the use of green energy resources, logistics cost, logistics service performance, the cost of ecological environment, progressiveness of logistics equipment, information technology of logistics management and logistics capability). Finally, decision-making trial and evaluation laboratory (DEMATEL) is used to analyze key success factors, showing the advanced logistics equipment is the most important factor in the selection. Key words: Green logistics manufacturers, supplier selection,; decision laboratory analysis. |
| Databáze: | OpenAIRE |
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