Abstract
We construct an improvement action selection model. As the way of constructing this model, we identify logistics providers’ actions to gain shippers’ trust, and then conduct Structural Equation Modeling (SEM) to clarify the causal relationships between the actions and the factors that lead shippers to trust logistics providers. We formulate a knapsack problem so that a logistics provider can have the optimal selection of improvement actions that maximizes Customer Satisfaction (CS) while keeping an upper limit on the provider’s labor effort.
