Supply Chain Service Quality Improvement by E-marketplace Automation

  • Tanja Poletan Jugović University of Rijeka, Faculty of Maritime Studies
  • Dragan Čišić University of Rijeka, Faculty of Maritime Studies
  • Roman Gumzej Univerza v Mariboru, Fakulteta za logistiko
Keywords: e-commerce, e-marketplace, agent-based systems, supply chain management, service quality


E-marketplaces have become an essential part of e-commerce. In our research, a decentralized agent-based e-marketplace platform was devised. Although there are significant agent-based supply chain models in the literature, measuring quality performance using agents is still a subject of investigation. In order to improve overall supply chain service quality by allowing companies' agents to evaluate the service quality of their partners through the history of their transactions, this article proposes a service quality agent model. The model is designed using MCDM tools to suit different approaches to supply chain management. Consequently, since more informed procurement decisions are taking place continuously and autonomously at each node of a supply chain, supply chain service quality is being improved along the whole supply chain. At the end, the service quality valuation model of the supply chain is empirically evaluated.

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Tanja Poletan Jugović, University of Rijeka, Faculty of Maritime Studies


Dragan Čišić, University of Rijeka, Faculty of Maritime Studies

Prof. dr. sc. Dragan Čišić, full professor

University of Rijeka, Faculty of Maritime Studies

Member, European Academy of Sciences and Arts

Head Rijeka Innovation LivingLab

Roman Gumzej, Univerza v Mariboru, Fakulteta za logistiko



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How to Cite
Poletan Jugović T, Čišić D, Gumzej R. Supply Chain Service Quality Improvement by E-marketplace Automation. Promet [Internet]. 2019Apr.19 [cited 2024Jul.12];31(2):185-94. Available from:

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