Importance of logistics services attributes influencing customer satisfaction

摘要

An attempt to assess customer satisfaction with the service quality is a common research topic pursued by many scholars. By analysing the existing research in the area of logistics services evaluation, including refrigerated transport, it should be noted that the issues concerned are presented in a selective manner. The aim of this paper is to present the results of conducted surveys regarding the importance of the logistics services attributes influencing customer satisfaction in the field of road refrigerated transport. In order to respect the qualitative nature of collected information, a ordered weighted averaging technique (OWA) was applied. In turn, the rationale of the RR approach can also be applied in order to estimate the performance of the logistics service attributes as evaluated by the customers. The findings obtained from the interviews regarding the expectations and the evaluation of the quality level were used to perform analyses based on the so-called fifth vulnerability, developed by the Parasuraman team and included in the SERVQUAL method. The research concerned an analysis of the key criteria for the evaluation of the quality of logistics services in the examined area. The research was based on a questionnaire designed for purchasers of logistics services. The respondents were companies using refrigerated transport.