An evaluation approach to logistics service using fuzzy theory, quality function development and goal programming

• The importance of logistics customer service is a key successful factor in supply chain management.
• Logistics management has become a constituent part of supply chain management.
• This paper integrates FEAHP, QFD and MSGP for solving the logistics service selection problems.
• Integrated advantage allows decision-maker to set multiple aspiration levels for logistics service and action selection.

Logistics customer service is an important factor in the success of supply chain management. The aim of this study is to propose a novel approach for customer service management. For the improvement of logistics service operations, the proposed method integrates quality function development (QFD), fuzzy extended analytic hierarchy process (FEAHP), and multi-segment goal programming (MSGP). The advantage of the method includes the consideration of various logistics goals and the flexibility of setting multi-aspiration levels of evaluation criteria.