ASSESSING LOGISTICS CUSTOMER SERVICE IN BUSINESS MANAGEMENT

1 KADŁUBEK Marta
Co-authors:
2 INGALDI Manuela
Institutions:
1 Czestochowa University of Technology, Czestochowa, Poland, EU, martakadlubek@wp.pl
2 Czestochowa University of Technology, Czestochowa, Poland, EU, manuela@gazeta.pl
Conference:
Carpathian Logistics Congress, Hotel Tatra, Zakopane, Poland, EU, November 28th - 30th 2016
Proceedings:
Proceedings Carpathian Logistics Congress
Pages:
311-316
ISBN:
978-80-87294-76-5
ISSN:
2694-9318
Published:
30th October 2017
Proceedings of the conference were published in Web of Science.
Metrics:
548 views / 191 downloads
Abstract

The aim of the paper is to identify the area of logistics customer service in the selected company as the one determining market success of the surveyed business entity, particularly taking into account the level of the processes of logistics service in the opinion of the customers. The applied research method was the Servqual method which, among others, enabled the assessment and specification of the level of customer expectations towards the quality of the services provided by the enterprise. The specific objectives of the research were to diagnose the expectations of the customers in relation to ideal logistics service, compare the expectations with the provided level of service and determine the areas requiring changes in the company.

Keywords: logistics customer service, the Servqual method, management

© This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Scroll to Top