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Liburkina L. M.

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Matrix Approach to the Diagnostics of Logistics Service in a Motor Transport Enterprise
Fedotova I. V., Bocharova N. A., Nechepurenko P. S., Luhinets M. H.

Fedotova, Iryna V. et al. (2026) “Matrix Approach to the Diagnostics of Logistics Service in a Motor Transport Enterprise.” Business Inform 1:224–241.
https://doi.org/10.32983/2222-4459-2026-1-224-241

Section: Economics of Transport and Communications

Article is written in Ukrainian
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UDC 656.07:005.53

Abstract:
The article examines the theoretical and methodological foundations as well as the practical aspects of assessing the level of logistical service of motor transport enterprises under martial law conditions. It is shown that in the modern dynamic environment, a key factor of competitiveness is the enterprise’s ability to provide flexible, reliable, and customer-oriented logistics services, adapted to changes in demand, resource constraints, and increased risks. It is noted that most existing methodologies (SERVQUAL, SCOR, DEA, etc.) focus on quantitative or qualitative service indicators, but do not take into account the interconnections between operational and value characteristics, which reduces their practical usefulness for management decisions. The aim of the study is to develop a structured matrix approach to diagnosing the level of logistical service in motor transport enterprises, which allows for a comprehensive consideration of both operational efficiency parameters and consumer evaluations of service value. The proposed model is based on a two-component grouping of indicators: mandatory (operational) – timeliness, completeness, flexibility, and delivery reliability; and value-oriented – quality of communication, staff professionalism, carrier reputation, and service personalization. The constructed two-dimensional matrix «operational efficiency – consumer value» allows visualizing the position of each client, determining their level of satisfaction, and segmenting consumers by loyalty. Within the study, a practical testing of the developed methodology was conducted: a system of indicators was formed, their quantitative calculations were carried out based on the documentary data of a transport company, normalization was performed, and the results were visualized using the «radar method». The obtained results confirmed the analytical efficiency of the model and its suitability for implementation in logistics management practice under martial law conditions. The proposed approach combines quantitative objectivity with qualitative depth of evaluation, enabling enterprises not only to measure service levels but also to develop targeted strategies for their improvement.

Keywords: logistics service, motor transport enterprise, matrix approach, service level, customer loyalty, adaptive model, martial law, logistics digitalization, service quality management, customer segmentation.

Fig.: 3. Tabl.: 8. Bibl.: 23.

Fedotova Iryna V. – Doctor of Sciences (Economics), Professor, Professor, Department of Management, Kharkiv National Automobile and Highway University (25 Yaroslava Mudroho Str., Kharkіv, 61002, Ukraine)
Email: [email protected]
Bocharova Nadiia A. – Candidate of Sciences (Economics), Associate Professor, Associate Professor, Department of Management, Kharkiv National Automobile and Highway University (25 Yaroslava Mudroho Str., Kharkіv, 61002, Ukraine)
Email: [email protected]
Nechepurenko Pavlo S. – Applicant, Department of Management, Kharkiv National Automobile and Highway University (25 Yaroslava Mudroho Str., Kharkіv, 61002, Ukraine)
Email: [email protected]
Luhinets Mykhailo H. – Student, Kharkiv National Automobile and Highway University (25 Yaroslava Mudroho Str., Kharkіv, 61002, Ukraine)
Email: [email protected]

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