Decision-making factors leading to customers' satisfaction in container transportation

摘要

Research project deals with factors of customers' decision-making process by choosing Third-Party Logistics (3PL) Providers in the Czech Republic market. While applying factors by other relevant research studies focused on decision-making process of customers in the Asian, Australian and American market, the research adds factors characteristic for the Czech customers. Within the survey project, qualitative research methodology is applied questionnaires and interviews, as well as SERVQUAL battery for factors' analysis. In addition, a gap analysis reveals weaknesses of current service. Based on data provided by customers, a decision making matrix will be created. Logistic service providers, who agree to cooperate during this research, will benefit from profound knowledge of decision-making factors by their customers. They can segment their customers more precisely. They can start a new kind of cooperation with their customers. The project aims at providing an input for empirical research in the field of service quality in container transportation, which is lacking not only in the Central and East European (CEE) countries. Future researches can benefit from matrix set by this project. It is expected that the research can be applied also for other geographical areas and industries. Project helps to achieve synergic effects for transport industry as a whole.