LogForum

>Scientific Journal of Logistics<

Język polski English Deutch sprache

Issue 1/ 2014, article 2

Authors: Małgorzata Lisińska-Kuśnierz, Teresa Gajewska

Title: CUSTOMER SATISFACTION WITH THE QUALITY OF THE LOGISTIC SERVICES

Keywords: quality, customer satisfaction, logistic services, refrigerated transport

Abstract:

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.

Full text available in in english in format: Adobe Acrobat pdf article nr 2 - pdf

Streszczenie w jezyku polskim Streszczenie w jezyku polskim.

Zusammenfassung in Deutsch Zusammenfassung in Deutsch.

For citation:

MLA Lisińska-Kuśnierz, Małgorzata, and Teresa Gajewska. "Customer satisfaction with the quality of the logistic services." Logforum 10.1 (2014): 2.
APA Małgorzata Lisińska-Kuśnierz1, Teresa Gajewska2 (2014). Customer satisfaction with the quality of the logistic services. Logforum 10 (1), 2.
ISO 690 LISIńSKA-KUśNIERZ, Małgorzata, GAJEWSKA, Teresa. Customer satisfaction with the quality of the logistic services. Logforum, 2014, 10.1: 2.
EndNote BibTeX RefMan
© Wyższa Szkoła Logistyki, ul.E.Estkowskiego 6, 61-755 Poznań, tel. 061 850 47 81, fax. 061 850 47 89