Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics

To run a business successfully, quality determination and customer relations are very important factors. Therefore, it is necessary to measure identify critical points of business. In this paper, an original integrated model for measuring the service reverse logistics (RL) was developed company Komunalac Tesli?, which used as example. The Delphi Full Consistency Method (FUCOM) applied determine significance dimensions, while modified SERVQUAL (SQ) logistics. An SQ questionnaire formed with total 21 statements that were arranged in five standard dimensions. Examining reliability dimensions using Cronbach Alpha coefficient, found measurement scales appropriate terms user expectations, perception there no scale empathy dimension. extensive statistical analysis then performed verify results. A Signum test relationship between responses expectations perceptions, i.e., examine their differences. findings obtained by research show higher than perceived services significant difference 12 statements. For two statements, favor compared expectations. Based on results obtained, must improve its order be at satisfactory level.