CUSTOMERS' EXPECTATIONS AND EXPERIENCES WITHIN CHOSEN ASPECTS OF LOGISTIC CUSTOMER SERVICE QUALITY

Marta Kadlubek, Janusz Grabara

Abstract: The article presents chosen aspects of logistic customer service quality. In the first part of the paper, the authors describe theoretical issues of logistics service quality and Servqual method. The reference of chosen theoretical aspects of logistic service quality in relation to Servqual method and their presentation and analysis afterwards on practical example is the main aim of the article. Customers' expectations and experiences towards the logistics customer service were examined as two fundamental areas which allow for recognizing the quality aspects of the customer service in commercial cargo motor transport enterprises. Evaluation of the level of customers' expectations and perception toward particular elements of logistic customer service offered to 294 customers by 147 Polish commercial cargo motor transport enterprises was realized.

Keywords: logistics customer service quality, customers' expectations, customers' experiences, Servqual method

DOI:

Recieved: 12.11.2014  Accepted: 15.03.2015  UDC: 332.05

Reads: 1332   

Download document

---