Client-oriented approach for assessing the quality of website of freight forwarding company when servicing private clients

Abstract

The article proposes a methodology for assessing the quality of the site of a transport and logistics company from the standpoint of customer focus on the basis of a survey of private clients-shippers. The first part of the article contains the rationale for the methodology. The second part of the article contains its approbation on the example of the company JSC RZD-Logistics. The methodology is based on expert judgment. It is subject to general and special criteria proposed by the author as indicators of the quality of the carrier’s website. The results of the survey of respondents outlined the areas of work to improve the section of the website of the Russian Railways Logistics company in terms of website content, transparency of the algorithm for calculating the cost of services, the possibility of choosing a class of service and getting answers to typical questions of interest to the client. Thanks to the analysis of the comments of the interviewed experts regarding the ratings set, it became possible to study the reasons for their deviation from the maximum values and develop responses to improve the company’s website from the standpoint of customer focus.