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Modelling of Transport Processes in the Context of Network Structures

Table 4:

Importance of the characteristic Characteristic Customer satisfaction
1 2 3 4 5 1 2 3 4 5
0 4 16 23 37 Comprehensiveness of services 0 0 5 33 42
1 2 10 17 50 Flexibility of services 0 0 9 22 49
0 0 0 8 72 Timeliness of deliveries 0 0 7 15 58
0 0 5 40 35 Reliability of deliveries 0 0 15 25 22
5 7 40 18 10 Communicativeness of employees 0 4 10 14 52
0 2 8 32 38 Level of expertise of employees 0 0 17 36 27
0 0 6 12 62 Prices of services provided 0 0 9 12 59
0 6 30 36 8 Accepting complaints 0 5 5 29 41
0 0 0 29 51 Accepting returns 0 0 10 38 32
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