Consumer Satisfaction with the Quality of Logistics Services

TLDR

Logistics companies rely on customer satisfaction to gain competitive advantage, requiring comprehensive service quality from order acceptance to problem resolution. The study examines how the quality of logistics services influences customer satisfaction. The findings show that higher perceived quality of logistics services is associated with greater customer satisfaction.

Abstract

This article analyses customer satisfaction with logistics services; however, considerable attention is paid specifically on their quality. This activity is part of service industry, whose main feature is that the origin of a service is caused by consumer demand and its recognition – by customer satisfaction. Customer satisfaction is very important for logistics companies seeking competitive advantage, because they realize that if they do not satisfy the expectations of customers, their place will be taken by other companies whose activities will be more concentrated on customer expectations. Therefore, logistics companies must ensure every customer service related aspect, no matter what it includes: acceptance of orders, their execution or the solution of problems. A client of a logistics company must be sure that the chosen company understands his needs. Considering this, the article presents the results of the research related to customer satisfaction with logistic services and their quality.