Influence of service quality on customer satisfaction in Serbian logistics practice

Abstract

Starting from the findings of other authors that logistic service quality indeed affects customer satisfaction, the author of this paper wanted to examine whether this relation existed in the context of Serbian logistics practice. The research was conducted in October 2021 on a sample of 234 respondents who used the services of shipping companies from Serbia. Send questionnaires consisted of three general questions about demographic variables and sixteen closed-ended questions about the perceived service quality based on the dimensions of the SERVPERF model. The researchers assessed the correlation between variables by regression analysis. The results of the research confirm a significant positive correlation between the logistic service quality and customer satisfaction. Responsibility has been shown to have the greatest impact on customer satisfaction, while other characteristics of service quality - reliability and tangibles show a medium, and assurance and empathy almost insignificant positive correlation with customer satisfaction.

Keywords

• logistic service quality
• servperf model
• customer satisfaction
• service quality dimensions