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Issue 3/ 2019, article 8

Authors: Jagoda Ochocka

Title: MOBILE TECHNOLOGIES IN LOGISTIC CUSTOMER SERVICE AS A TOOL FOR WINNING CUSTOMERS’ SATISFACTION

Keywords: Mobile technologies, logistics customer service, satisfaction, omnichanneling

Abstract:

Background: The extremely demanding and dynamic situation on the 21st-century market along with market trends such as globalization, product unification or the development of e-commerce and m-commerce make it harder for businesses to compete and lead to greater deployment of technologies. As customers’ expectations rise to an unbelievable level, all firms are searching for new means to succeed. Therefore, the aim of this paper is to present the importance of mobile technologies in logistics customer service and boosting customers’ satisfaction in the form of a two-perspective judgement concerning both the supplier and the end client.

Methods: In order to acquire the dual perspective, the research includes two interviews with different companies from one supply chain and a survey. Both interviews were structured so as to compare each business’s comprehension of the importance of mobile technologies in the logistics supply chain. The survey was conducted among randomly chosen customers aged 20-30, who mostly  use mobile technologies while shopping (gived their share in the number of m-commerce customers). This approach made the survey results realistic.

Results: The results show an undoubtable synergy effect of the conscious use of mobile technologies in each linkin  the supply chain. Moreover, the study confirms the growing popularity of this solution, as well as its contribution to constantly improving logistics customer service in terms of time, reliability, communication and comfort.

Conclusions: Based on the study, the high level of general customers’ satisfaction of mobile technologies is incontestable proof of their overall benefits. Therefore, mobile technologies can be the key to gaining or keeping customers in the 21st-century marketplace. 

 

Full text available in in english in format: Adobe Acrobat pdf article nr 8 - pdf

Streszczenie w jezyku polskim Streszczenie w jezyku polskim.

DOI: 10.17270/J.LOG.2019.338
For citation:

MLA Ochocka, Jagoda. "Mobile technologies in logistic customer service as a tool for winning customers’ satisfaction." Logforum 15.3 (2019): 8. DOI: 10.17270/J.LOG.2019.338
APA Jagoda Ochocka (2019). Mobile technologies in logistic customer service as a tool for winning customers’ satisfaction. Logforum 15 (3), 8. DOI: 10.17270/J.LOG.2019.338
ISO 690 OCHOCKA, Jagoda. Mobile technologies in logistic customer service as a tool for winning customers’ satisfaction. Logforum, 2019, 15.3: 8. DOI: 10.17270/J.LOG.2019.338
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