Study on Measuring and Analysing the Quality of Road Freight Transport Service

Daniel Metz (), Cristina Ionela Toadere () and Cosmina Laura Rat ()
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Daniel Metz: “Babeș-Bolyai” University of Cluj-Napoca, Faculty of Economics And Business Administration, Romania
Cristina Ionela Toadere: “Babeș-Bolyai” University of Cluj-Napoca, Faculty of Economics And Business Administration, Romania
Cosmina Laura Rat: “Babeș-Bolyai” University of Cluj-Napoca, Faculty of Economics And Business Administration, Romania

Ovidius University Annals, Economic Sciences Series, 2023, vol. XXIII, issue 1, 688-695

Abstract: The study aims to measure and analyse the quality of road haulage services in order to identify and implement best practices for quality improvement. The assessment of the quality of road haulage services was carried out from the external perspective of the customer with a focus on the dimensions of quality, based on their perceptions of the satisfaction of the requirements and conditions demanded by the 43 customers, represented by companies from the food industry, light industry and wholesale trade. As research methods, a survey based on a structured questionnaire was used, which included 51 items/primary variables that formed the basis for the construction of the 5 aggregate variables, which express both the quality of the road haulage service provided to the approached as a process and the human resource practices that contributed to quality assurance.

Keywords: road freight management; quality of service; quality dimensions; quality management (search for similar items in EconPapers)
JEL-codes: M10 M19 (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:ovi:oviste:v:xxiii:y:2023:i:1:p:688-695

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