Abstract

"jats:p" The term of logistic customer service is defined as the abilities or skills to meet the customer’s requirements and expectations, chiefly in terms of the time and place of deliveries, while using all available forms of logistic activity, including transport, storage, and the management of inventories, information and packages. As each of the logistic activities has an effect on the customer receiving right product or service, in its proper condition, in the correct time and space, and at reasonable costs, so seeking the proper service comes down to managing logistic activities in such a manner, as to achieve the essential level of customer satisfaction at the lowest possible costs. "/jats:p" "jats:p"The identified elements of logistic customer service in an organization are placed on a specific level, as assessed from the perspective of the purchasers' expectations. Among various methods for measuring customer service level, or quality, which are described in the literature on the subject, the SERVQUAL is recognized as one of the most effective. The SERVQUAL method relies on measuring the differences that exist between the quality, as perceived by a customer, and the quality demanded by that customer from a specific service. In order to determine the difference, both the customer's expectations for the service level, and their fulfilment by a specific organization need to be examined at the same time. "/jats:p" "jats:p"The elements of logistic customer service of the Silesian Province’s (region in southern Poland) commercial cargo motor transport enterprises under study are placed on a measurable level, as evaluated from the perspective of the recipients of offered transport services. The measurement of the logistic customer service level, as found in the entities examined, was made using the SERVQUAL method. The survey questionnaire used in the study was constructed based on 22 logistic customer service determinants. Questionnaire forms were filled by 294 customers of 147 Silesian Province’s commercial cargo motor transport enterprises examined, i.e. two customers of each enterprise. "/jats:p" "jats:p"The article presents theoretical basis for the measurement of the logistic customer service level by the SERVQUAL method, description of acquiring the research material, analysis of examination results and conclusions. Document type: Article

Abstract

Service quality and customer satisfaction are becoming increasingly important in today‟s business environment which is characterised by fierce competition between the service providers. In this regard it is very imperative that companies assess themselves by measuring service quality. Consequently, areas of the service with low service quality would be identified and improved. Therefore, this thesis focuses on the effectiveness of SERVQUAL in measuring service quality and reveals the positive impact technology has on customer satisfaction in public transportation. To do this, we developed a questionnaire within the framework of the SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangible. With a scale of 1 to 7, respondents of our questionnaire who are users and customers of the public bus companies; Karlstad city bus which we labelled business level 1(B1) and intercity buses like Swebus and Värmland Trafik which we labelled business level 2 (B2) were able to evaluate the service quality of these companies by grading them. Based on the results of our research in which we asked respondents to mention some of the areas of the service process in which they had encountered unfavourable service experiences, we were able to determine the areas of the service process from which the customer complaints came from. We compared these results with the customer complaints received by the management of the public Bus Company and noticed that they were similar. Majority emerged from areas of the service process whereby the customer came in contact with the employees or the service failure could be directly associated with the employee. After comparing these complaints with the results of questions in our questionnaire developed within the framework of the SERVQUAL dimensions, we noticed that those questions with larger GAP 5 implying lower service quality were actually a reflection of the areas of the service process from which customer complaints came from. In this regard, we were able to conclude that SERVQUAL was effective in measuring the service quality in public transportation. In addition, we ranked the questions in the questionnaire and noticed that those areas of the service process whereby the employees and the customers interact (come in contact) or whose service failure can be directly associated with an employee had low grades and ranked below the mean and median of all the questions in the various dimensions, whereas those areas of the service process where technology is used or customers had the opportunity to make use of Self Service Technology ranked above the mean and median. This was a clear indication that technology is a service quality driver and positively impacted customer satisfaction in public transportation.

Abstract

This study set out to examine the service quality and customer satisfaction delivered by the national airline company in Northern Cyprus, using a SERVQUAL scale. For this purpose, the translated instrument was purified using an item categorization technique and administered to 270 current users of the national airline company at an international university in the region. The results of the confirmatory factor analysis revealed that the predicted five-dimensional structure of SERVQUAL was partially confirmed by the data. SERVPERF scores gave a better prediction of overall satisfaction and showed almost the same reliability and validity as those from which expectations were subtracted. The largest service gaps were identified with the reliability and responsiveness dimensions, and the smallest with the empathy dimension. Reliability and responsiveness dimensions were found by path analysis to be significant determinants of customer satisfaction. Implications of the results are discussed

Abstract

Purpose: The objective of this paper is to evaluate the quality of the public transportation system service in the city of Morelia, Mexico. Methodology: According to the needs of the study, the expectation-perception SERVQUAL model was adapted, which consists of 5 variables: Tangibility, Reliability, Responsiveness, Security and Empathy, and 25 items. The subjects of the study were users over 15 years old who regularly use the system. Users answered the expectations questionnaire the before getting on the transport vehicle and for the perceptions questionnaire, users answered it after getting off the vehicles. For each questionnaire, the sample was 392, a total of 784 people participated in the study, and their answers where measured using a five-point Likert-type scale. Results: The mean comparison shows that respondents have a high expectation level, with 4 points or above, whereas their perception level is 3, with gaps between 0.5 and 1 points. Resumen Propósito: El objetivo de este trabajo es evaluar la calidad en el servicio del sistema de transporte público en la ciudad de Morelia, México. Metodología: Se adaptó el modelo SERVQUAL que evalúa las percepciones y expectativas de los usuarios de un servicio mediante una escala de 5 puntos tipo Likert, consta de 5 variables: Tangibilidad, Fiabilidad, Capacidad de Respuesta, Seguridad y Empatía, consta de 25 ítems. El sujeto de estudio fueron usuarios mayores de 15 años que utilizan el servicio. Para medir las expectativas, los usuarios fueron cuestionados antes de utilizar el servicio, para las percepciones, fueron cuestionados después de utilizarlo. La muestra fue de 392 casos, con un total de 784 participantes. Resultados: La comparación de medias muestra que los individuos tienen expectativas muy altas, con 4 o más puntos, contrario a las percepciones que presentan resultados de 3 puntos, además de brechas entre 0.5 y 1 puntos. Document type: Article