Process maturity and service quality assessment in inland transport enterprises : a model for European green deal compliance

Abstract

PURPOSE: This paper proposes a comprehensive theoretical model for assessing process maturity and service quality in inland transport enterprises, aligning with the sustainability mandates of the European Green Deal (EGD). The model integrates traditional process maturity frameworks with environmental and service quality requirements specific to the inland transport sector.

DESIGN/METHODOLOGY/APPROACH: The study is theoretical in nature, synthesizing literature on process maturity models, service quality, and EGD environmental standards. The proposed model incorporates five maturity levels, each integrating service quality and environmental performance indicators essential for inland transport enterprises under EGD compliance pressures.

FINDINGS: The model provides a structured pathway for inland transport enterprises to progress through increasing levels of maturity. It addresses the dual objectives of operational efficiency and sustainable compliance with EGD requirements, ensuring that service quality is maintained as companies adapt to regulatory demands.

PRACTICAL IMPLICATIONS: This model offers practical value for inland transport managers by providing a phased framework to assess and enhance their companies process maturity, service quality, and environmental impact. It facilitates a targeted approach to achieving sustainability goals while maintaining high service standards, thus supporting both compliance and competitiveness.

ORIGINALITY: This study fills a critical gap in existing literature by integrating process maturity, service quality, and sustainability metrics into a single model, specifically designed for the inland transport sector operating under EGD requirements.