Tarptautinių autobusų linijų „ECOLINES“ klientų logistinio aptarnavimo gerinimas

Abstract

Darbo tikslas – aptarus klientų logistinio aptarnavimo aspektus, atlikus „ECOLINES“ tyrimą ir analizę, pateikti pasiūlymus įmonės paslaugoms gerinti. Darbo struktūra. Darbą sudaro trys pagrindinės dalys: Pirmoji dalis – klientų logistinio aptarnavimo teoriniai aspektai. Aprašomi tarptautinio logistinio aptarnavimo ir klientų logistinio aptarnavimo aspektai. Antroji dalis – tarptautinių autobusų linijų „ECOLINES“ klientų logistinio aptarnavimo gerinimo tyrimas ir analizė. Analizuojama įmonės „ECOLINES“ veiklos charakteristika, atliekamas įmonės teikiamų paslaugų tyrimas ir analizė. Trečioji dalis – tarptautinių autobusų linijų „ECOLINES“ klientų logistinio aptarnavimo gerinimo galimybės. Pateikiami pasiūlymai „ECOLINES“ klientų logistiniam aptarnavimui gerinti.

The object of the paper is logistics customer service improvement. The aim of the paper is to present the proposals for the improvement of ECOLINES services after explain the aspects of customer logistics service theoretically and carry out the research and analysis of logistics services provided by ECOLINES. Work structure. The work consists of three main parts: The first part is the analysis of theoretical aspects. The aspects of international logistics service and customer logistics service are described. The second part is the research and analysis of the logistics service of ECOLINES customers. The third part offers the improvements of the logistics service of ECOLINES customers. Conclusions: 1. Every entrepreneur uses these elements in their activities to find out the needs of consumers and to satisfy them qualitatively in order to ensure a high level of customer service. 2. After performing SWOT, PEST analyses, qualitative interviews of employees and customers and analysing the obtained results, weak points of ECOLINES customer logistics service can be seen. 3. In order to improve the logistics service of ECOLINES customers, it is proposed to install 5 G communication in vehicles, to modernize buses to provide more customer-friendly logistics services, to install an app that allows customers to see the location, route, arrival and departure of buses on customer devices, delay times, install surveys on tablets on the bus.