文章基本信息

标题：Influence of service quality on customer satisfaction in Serbian logistics practice
本地全文：下载
作者：Miloš Dašić ; Slaviša Trajković ; Krsto Jakšić 等
期刊名称：BizInfo
印刷版ISSN：2217-2769
电子版ISSN：2406-2324
出版年度：2022
卷号：13
期号：1
页码：19-24
DOI：10.5937/bizinfo2201019D
语种：English
出版社：Business School of Applied Studies in Blace
摘要：Starting from the findings of other authors that logistic service quality indeed affects customer satisfaction, the author of this paper wanted to examine whether this relation existed in the context of Serbian logistics practice. The research was conducted in October 2021 on a sample of 234 respondents who used the services of shipping companies from Serbia. Send questionnaires consisted of three general questions about demographic variables and sixteen closed-ended questions about the perceived service quality based on the dimensions of the SERVPERF model. The researchers assessed the correlation between variables by regression analysis. The results of the research confirm a significant positive correlation between the logistic service quality and customer satisfaction. Responsibility has been shown to have the greatest impact on customer satisfaction, while other characteristics of service quality - reliability and tangibles show a medium, and assurance and empathy almost insignificant positive correlation with customer satisfaction.