Measuring Logistics Service Quality Using the SERVQUAL Model
Journal Title: Journal of Intelligent Management Decision - Year 2023, Vol 2, Issue 1
Abstract
Quality is a key success factor in the market. For the successful performance of a company, it is very important to have high quality and a quality system, and strive for its development and improvement. In this paper, it has been measured the quality of logistics service using the SERVQUAL model in the TC company as one of the most well-known and most used models in the field of quality measurement. The users of the transport service, the respondents, provided certain information on their expectations, as well as their perceptions of the quality of the transport service from the aspect of all five dimensions: reliability, assurance, empathy, tangibles and responsiveness. The SERVQUAL model was chosen to obtain the final results of the quality of service provided to users. The FUCOM method was applied to obtain the final weights of dimensions. The main goal of this paper is to assess the quality of the transport service in the TC company, so that the company has an insight into its current state, and based on it, takes further steps to improve its quality. Increasing service quality results in greater satisfaction of service users, greater satisfaction results in increased loyalty, which further guarantees the positive performance of the company itself and its safe existence and work on the market. The results have shown that the company has negative final values from the aspect of all five dimensions, which tells us that users are not satisfied with the service provided, and the greatest dissatisfaction was expressed from the aspect of the dimension of tangibles.
Authors and Affiliations
Alma Jusufbašić, Željko Stević
Keywords
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- EP ID EP752347
- DOI https://doi.org/10.56578/jimd020101
- Views 176
- Downloads 0
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