Interview with Customers in Management of Logistics Customer Service

Research background: Communication with customers on the proper execution and assessment of logistics service is the basis for deepening customer needs, understanding the reasons for customer satisfaction or dissatisfaction with service, conditions accompanying the assessment of logistics customer service. Purpose of the article: The purpose of the article is to present the results of research on the implementation of a selected logistic management task of customer service, i.e. conducting of interviews with customers in order to determine the importance of the service itself and its individual components in commercial cargo transport enterprises in the Silesian Voivodeship. Methods: The paper is predicated on the survey results of the research realized on a sample of 147 commercial cargo motor transport enterprises situated in the Silesian Voivodeship. Also there has been made an attempt to examine the dependence of the selected areas of logistics customer service, occurring in the surveyed freight transport companies of the Silesian Voivodeship, on the size of these entities. Findings & value added: The respondents' answers depending on the size of enterprises usually confirmed that with the increase of the size of the surveyed entities, they showed an increasing tendency to carry out the logistics customer service measurements. Entrepreneurs of larger business units more often and more accurately carry out research determining the scope and level of logistic customer service both among the recipients of their services and within the enterprise, thus they are more determined to perform the task in question, managed by logistic customer service.