Customer satisfaction with the quality of the logistic services

LogForum

卷:10

Małgorzata Lisińska-Kuśnierz¹  Teresa Gajewska² 

[1] Cracow University of Economics;

[2] Cracow University of Technology, Cracow, Poland;

关键词: quality;    customer satisfaction;    logistic services;    refrigerated transport;   

DOI  :  

来源: DOAJ

【 摘 要 】

Background: Logistics services are evaluated mainly by measuring customer satisfaction. Measurement of the customer satisfaction provides the information about how organizations operate as well as how to effectively satisfy customer needs. The aim of this paper is to propose an evaluation model of the customer satisfaction of the quality of the logistic services provided. The research in this paper was focused on the evaluation of the level of customer satisfaction in the context of logistics service as well as on the analysis of importance of ten logistic services attributes influencing customer satisfaction.Methods: The research was conducted on the basis of the questionnaire designed for purchasers of logistic services. The subjects of the research were companies which are using refrigerated transport.Results: To define relation between level of customer satisfaction in the context of logistic service and logistic service attributes impacting this satisfaction Pearson's correlation method was used. In turn the model to evaluate the customer satisfaction in the context of logistic services in scope of refrigerated transport was built using multiple regression and stepwise regression methods.

【 授权许可】

Unknown