The impact of the logistics management in customer satisfaction

Ghoumrassi Amine () and Țigu Gabriela
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Ghoumrassi Amine: The Bucharest University of Economics studies, Bucharest, Romania
Țigu Gabriela: The Bucharest University of Economics studies, Bucharest, Romania

Proceedings of the International Conference on Business Excellence, 2017, vol. 11, issue 1, 292-301

Abstract: Logistics management is one of nowadays tools to face economic challenges; it’s a mix of business and core activities of the organization. The supply and distribution activities integrated together form what’s known as logistics activities. The logistics activities within a business organization attempt to satisfy customers through achieving the time and location related market challenges and also through the cost of the service provided as well as the quality, taking into consideration customers needs and purchase power. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. Customer satisfaction is also a way to determinate the continuity of the business or of a product life by measuring the loyalty of the customers. If the customers are happy and satisfied, it will ensure the continuity of sales which means the continuity of the business. In the past customer satisfaction was more focused on requirements such as quality and reliability reducing costs of poor quality. In mid 50’s the production costs were continuously increasing, The way to maintain the company’s position within a changing market and increase profit starts by focusing on the service provided to the customer and on decreasing the cost, logistics activities became the backbone of these organizations that target the customer satisfaction while achieving competitive advantage. This study aims to show the impact of the logistics management on customer satisfaction in small and mid-sized Algerian industrial companies, by interviewing the companies managers and everybody in charge of the logistic process, the interview questions will be based on some literature review issues.

Keywords: logistics activities; customer satisfaction; small and mid-sized companies; logistics management; customer service (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:poicbe:v:11:y:2017:i:1:p:292-301:n:31

DOI: 10.1515/picbe-2017-0031

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