A framework for the selection of a road transport service provider

摘要

A framework for the selection of a road transport service supplier is constructed through the formulation of a set of selection criteria. The framework will help firms to weight the criteria in accordance with their needs. The 'Analytic Hierarchy Process' method is used to assess the service-quality factors against the cost factor. The service-quality dimensions are itemised largely following the structure of the SERVQUAL instrument. The framework is tested in a case study of three companies representing different positions and perspectives in the road transport service supply chain. The study follows the 'Constructive Research Approach', which is a research method designed for building new applications.