ASSESSING LOGISTICS CUSTOMER SERVICE IN BUSINESS MANAGEMENT

被引：0
|
作者：
Kadlubek, Marta [1 ]
Ingaldi, Manuela [1 ]
机构：
[1] Czestochowa Tech Univ, Czestochowa, Poland
来源：
CARPATHIAN LOGISTICS CONGRESS (CLC' 2016) | 2017年
关键词：
Logistics customer service; the Servqual method; management; QUALITY;
D O I：
暂无
中图分类号：
T [工业技术];
学科分类号：
08 ;
摘要：
The aim of the paper is to identify the area of logistics customer service in the selected company as the one determining market success of the surveyed business entity, particularly taking into account the level of the processes of logistics service in the opinion of the customers. The applied research method was the Servqual method which, among others, enabled the assessment and specification of the level of customer expectations towards the quality of the services provided by the enterprise. The specific objectives of the research were to diagnose the expectations of the customers in relation to ideal logistics service, compare the expectations with the provided level of service and determine the areas requiring changes in the company.
引用
收藏
页码：311 / 316
页数：6
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