文章基本信息

标题：CUSTOMERS' EXPECTATIONS AND EXPERIENCES WITHIN CHOSEN ASPECTS OF LOGISTIC CUSTOMER SERVICE QUALITY
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作者：Marta Kadłubek ; Janusz Grabara
期刊名称：International Journal for Quality Research
印刷版ISSN：1800-6450
电子版ISSN：1800-7473
出版年度：2015
卷号：9
期号：2
语种：English
出版社：Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
摘要：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.
关键词：logistics customer service quality; customers’ expectations; customers’ experiences; Servqual method