CUSTOMERS' EXPECTATIONS AND EXPERIENCES WITHIN CHOSEN ASPECTS OF LOGISTIC CUSTOMER SERVICE QUALITY
Journal Title: International Journal for Quality Research - Year 2015, Vol 9, Issue 2
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 serivce 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.
Authors and Affiliations
Marta Kadłubek, Janusz Grabara
Keywords
Related Articles
- EP ID EP217873
- DOI -
- Views 91
- Downloads 0
MONITORING, MEASUREMENT, ANALYSIS AND REVIEW IN POLISH AND MONTENEGRIN ORGANIZATIONS ACCORDING TO THE ISO 9004 MANAGEMENT MATURITY MODEL
The paper is result of studies conducted at the Center for Quality-Faculty of Mechanical Engineering-Podgorica and it specifically includes a detailed study and analysis of literature sources concerning innovation, quali...
A NUMERICAL METHOD FOR MODELLING THE PARAMETERS Λ AND Δ OF AN EWMA CHART
The exponentially weighted moving average chart (EWMA) is widely employed in quality control to monitor a process or to evaluate historic data. EWMA charts are designed to exhibit acceptable average run lengths both when...
MBI FRAMEWORK EXTENSION TOWARDS CLOUD SERVICE IMPROVEMENT FROM CONSUMER PERSPECTIV
Cloud computing is changing the way that organizations utilize IT resources with a corresponding impact on the role of IT management. To help organizations with managing their business informatics, Management of Business...
AUTHENTIC LEADERSHIP IN EDUCATIONAL INSTITUTIONS
This work investigates authentic leadership models in the organizational culture of a school. The aim of this quantitative research is to define the factors of authentic leadership in educational institutions in order to...
REDUCING REJECTION/REWORK IN PRESSURE DIE CASTING PROCESS BY APPLICATION OF DMAIC METHODOLOGY OF SIX SIGMA
In today’s ever-changing customer driven market, industries are needed to improve their products and processes to satisfy customer requirements. The Six Sigma approach has set a new paradigm of business excellence. Six S...