Assessment of customer satisfaction with logistics service in the light of the results of the research

Kułyk Piotr, Michałowska Mariola and Kotylak Sławomir
Additional contact information
Kotylak Sławomir: University of Zielona Góra, Faculty of Economics and Management, Zielona Góra, Poland

Management, 2017, vol. 21, issue 1, 205-222

Abstract: In an era of rapidly growing competition logistic customer service is growing increasingly important and is becoming a substantial factor in the success of companies operating in the market. Therefore, it is necessary to improve the components affecting the quality of customer service. Taking appropriate action in this regard, and thus preparing and implementing an appropriate logistic customer service strategy becomes important from the point of view of both the survival and development of enterprises, and to achieve sustainable competitive advantage. The aim of this study is to identify and evaluate determinants influencing consumers′ purchasing decisions in the area of logistics customer service. In addition, the article focuses on the development of solution proposals for enterprises to enable a better match the supply to the needs and preferences of customers. It is worth noting that the effectiveness and efficiency of operations in the field of logistic customer service is highly dependent on proper identification of needs and expectations of existing and potential buyers. Therefore, there is in this respect a need for permanent monitoring of the quality of service and customer expectations.

Keywords: customer service; logistic elements of customer service; benefits and costs of service; logistic customer service strategies (search for similar items in EconPapers)
Date: 2017
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
https://doi.org/10.1515/manment-2015-0089 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:vrs:manmen:v:21:y:2017:i:1:p:205-222:n:13

DOI: 10.1515/manment-2015-0089

Access Statistics for this article

Management is currently edited by Janina Stankiewicz

More articles in Management from Sciendo
Bibliographic data for series maintained by Peter Golla ().