Assessment of Customer Satisfaction in Logistic Operators
Journal Title: Logistics and Transport - Year 2017, Vol 35, Issue 3
Abstract
Among numerous factors which affect a company's success on the market, the customer satisfaction is an important element. This paper presents a proposal for customer satisfaction assessment procedures which takes into account customer segmentation. A survey was carried out among the customers of the Silesian branch of an international logistic operator. As a result, CSI was measured in selected segments, quality maps were prepared and logistic customer service elements requiring improvement were proposed.
Authors and Affiliations
Marzena Kramarz, Maciej Slupina
Keywords
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