I evaluated an essay by Jagoda Ochokca titled “Mobile technologies in logistics customer service as a tool for winning customers’ satisfaction.” The essay covers the research they conducted into how satisfied customers were with the existing technologies within logistics and explores the significance of customer service in logistics. Although I agreed with the author’s viewpoint that certain technologies (such as QR codes, RFID, and BLIK) were significant, their research selection pool was tiny and constrained.
The primary goal of this study was to determine whether and to what extent customers were satisfied with the three technologies described above, with a focus on RFID. My worries started when Ochokca mentioned that their study was limited to two companies from a single supply chain. Upon further reading, it was revealed that both companies—one a retail outlet and the other a warehouse—belonged to the same athletic goods company and were situated in the same city. If Ochocka’s goal were to raise awareness of the value of logistical technology, mainly RFID tags, in the customer service field, using more different kinds of enterprises across a wider geographic area would be more fruitful. The survey pool is now tiny.
The fact that consumers and the retail store reviewed the warehouse, although shoppers solely evaluated the retail store, was also emphasized. Individual customers and retail stores have a wealth of information to share, but they come from quite distinct survey populations with varied experiences, backgrounds, and expectations. Finally, the author claims that because customers between the ages of 20 and 30 make up most of the market, 75% of survey respondents represent those with the highest knowledge of mobile technologies. Although I have no reason to disbelieve it, no source was mentioned or data offered to support this “assumption.” Additionally, the sample size was kept a secret.
Although I am aware of the benefits of RFID tags because I work in the logistics industry, and they help us track where our goods are at specific times, I do not think that customers who are merely out shopping are fully aware of the uses and advantages of RFIDs.
References
Jagoda Ochocka (2019). Mobile technologies in logistic customer service as a tool for winning customers’ satisfaction. Logforum 15 (3), 8.