Open Eng. 2017; 7:26–30

Research Article Open Access

Rudolf Kampf, Lenka Ližbetinovaacute;*, and Kamila Tiscaron;lerovaacute;

Management of Customer Service in Terms of Logistics Information Systems

DOI 10.1515/eng-2017-0006

Received June 24, 2016; accepted July 29, 2016

Abstract: This paper is focused on perceiving the logistic services as the competition advantage in frame of the e- commerce. Customers consider their purchases in its com- plexity and all the logistic services should be designed to meet with customersrsquo; preferences as much as possible. Our aim was to identify and evaluate of customers perceiving in frame of sales proposals offered by e-shops. Collected data of research were processed with the usage of clus- ter analysis. The aim of this paper is to present the results and conclusions from this research with focus on the ele- ments of logistics services within e-commerce. These out- puts can be used for knowledge base of information sys- tems through which enterprises evaluate their decisions and selection of variants. For the enterprise, it is important to appropriate decisions about resource allocation and de- sign of the structure of logistics services were set based on real customer preferences.

Keywords: e-commerce, preference of customers, logis- tics, knowledge base, logistics information systems

1 Introduction

Customer logistics service is not an idea of these days. More than 50 years, it has been defined as a research is- sue and it is under development, since that time. It may mean different views for various organizations. Great em- phasis in one organization may be placed on availability

Rudolf Kampf: The Institute of Technology and Business in Českeacute; Budějovice, Department of Transport and Logistics, Okružniacute; 517/10, 370 01 Českeacute; Budějovice, Czech Republic, E-mail: kampf@mail.vstecb.cz

*Corresponding Author: Lenka Ližbetinovaacute;: University of Eco- nomics and Management, Department of Marketing, Naacute;rožniacute; 2600/2a, 158 00 Praha 5, Czech Republic, E-mail: lizbetinova@mail.vstecb.cz

Kamila Tiscaron;lerovaacute;: University of Economics and Management, De- partment of Marketing, Naacute;rožniacute; 2600/2a, 158 00 Praha 5, Czech Republic, E-mail: kamila.tislerova@vsem.cz

copy; 2017 Rudolf Kampf et al., published by De Gruyter Open.

of a product at the time, at the place and in the quan- tities desired [1]. In another enterprise, it may be desir- able to preserve the relative freedom in timing and in a way of processing customer orders [2]. At other cases and in other organizations, management concentrates on im- proving the condition of goods delivered to customers. Fi- nally, the speed and dependability are the most important parameters in many logistics systems, i.e. the primary con- cern is to give to available items ordered to customers [3– 5].

Customer satisfaction, service quality and relation- ship management [6] are among measures of success in dealing with the customer point of view. To achieve these, organizations must engage in practices that provide supe- rior value [7] and services to their customers than the other competing organizations or channels provides, thus the level of customer satisfaction improves [8–10].

The information can be a 'good' or 'phenomenal' and without them, the proper operating of the enterprise is not possible. In the era of todayrsquo;s solutions for the acquisi- tion and transmission of information, information systems have an increasingly important role in the enterprisersquo;s pro- cesses realization [11].

Because of the increase in volume and complexity e- commerce, information systems are the only way to accu- rately manage the product flow towards the customer [12]. Logistics information systems are an essential precon- dition for the effective operating logistics of enterprise [13]. Without the interactive transmission of current informa- tion, logistics flows could not be adequately secured [14, 15]. For decision-making and choice of variants [16, 17] in logistics, not only input data obtained from the evidence and analysis of the business have an important role, but also data of Knowledge Base are needed with intuition and experience of their users [18]. Within sales logistics in terms of orders processing via e-shop, we often encounter with conflicting solutions [19] how to meet customer ex- pectations as much as possible without unnecessarily ex-

tra costs [20, 21].

We will be able to optimize the selection of alterna- tives when making decisions if we have knowledge about the preferences of customers in these decisions, [22–25].

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivs 3.0 License.

anagement of Customer Service in Terms of Logistics Information Systems — 27

Buying through e-shop is associated with increased risk of customer dissatisfaction with the delivered goods and the necessity of its replacement or refund. Thatrsquo;s why, for en- terprises, it is effective to monitor and reduce risk of target segment [26]. Better understanding of the customers based on precisions of segmentation is necessary [27, 物流信息系统中客户服务的管理

DOI 10.1515 / eng-2017-0006

摘要：本文认为物流服务是电子商务框架下的重要竞争优势。电子商务中客户的购买活动具有一定的复杂性，因此物流服务应当尽可能地满足客户的偏好。我们的研究目标是识别并评估客户对电子商务网店提供的销售建议的感知因素。收集的研究数据通过聚类分析进行处理。本文的目的是介绍这项研究的成果和结论，重点关注电子商务中物流服务的影响要素。这些影响要素可以存入物流信息系统中的信息库，企业通过这些数据可以评估他们的决策和选择。对企业来说，根据客户偏好，适当的资源分配决策和物流服务结构设计是必不可少的。

1绪论

如果我们在进行这些决策前了解了客户的偏好，我们将能够做出更加优化的备选方案^[22-25]。通过电子商店进行购物活动，客户对所交付货物的不满风险会增加，也会存在更换商品或退款的可能。这就是为什么对于企业来说，监控并降低目标细分市场的风险是非常有必要的^[26]。基于市场的精确细分能够更好地把握客户的购物偏好^[27,28]。

2 研究方法

筛选问题的方法是，确认受访者对于电子商店的购物情况，要求受访者至少每年花费4,000捷克克朗在网上商店购物。受访者也将选择他们更喜欢的购物类型：

- 普通商品（书籍，音乐产品，价格低于5000克朗，顾客通常清楚自己想要购买什么），

- 可配置购买的产品（根据客户要求配置电脑或其他可以指定所需特性的组件产品）。

电子调查问卷是根据标准，特别分发的。表1显示了调查对象的结构。

随后，将数据在可靠性和有效性方面进行选择，并通过统计程序SPSS ^[32]使用常规统计方法进行处理。在本文中，我们评估了15个专题，重点关注物流和风险感知。为了确定客户群体，我们使用了聚类分析，通过聚类分析将客户分为四类。

本文研究内容主要集中于对顾客在电子商店购物活动中的偏好进行评估和分析。这些偏好信息适用于物流信息系统的信息库。在本文中，我们专注于分析支持电子商务物流的相关属性以及从客户的角度对风险进行预估感知。根据选定的19个属性评估客户的偏好（1 - 5级，其中1为最低优先级）。鉴于这些属性在聚类分析的帮助下，我们已经确定了4个集群，根据他们的个人偏好和期望来划分客户。表2显示了调查集群属性的平均值。

lt;a data-cke-saved-href='#_bo

表2：选定属性的最终群集中心