Assessment of Selected Elements of Logistic Customer Service for Management in Transport Enterprises—The Multiple Discriminant Analysis

Marta Kadłubek () and Aneta Włodarczyk ()
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Marta Kadłubek: Czestochowa University of Technology
Aneta Włodarczyk: Czestochowa University of Technology

A chapter in Sustainable Transport Development, Innovation and Technology, 2017, pp 217-233 from Springer

Abstract: Abstract The aim of the paper is the assessment of selected elements of logistic customer service for management as perceived by the recipients of services on example of commercial cargo motor transport enterprises. The surveys of the logistic service level as perceived by the recipients of the services of Polish Silesian Province’s commercial cargo motor transport enterprises, carried out using the Servqual method, enabled the quality assessment of the logistic service elements of business entities included in the test sample. Considering the results of classification of the most significant logistic customer service elements at the enterprises under study, an attempt was made to examine the effect of logistic customer service element quality on service correctness, service timeliness, service completeness, service provision promptness, technological advancement of the fleet, and service availability. For the determination of the above-mentioned significance, the multiple discriminant analysis was employed. The computations were made using the STATISTICA 10.0 package.

Keywords: Logistic customer service; Commercial cargo motor transport enterprises; Servqual method; Multiple discriminant analysis (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-319-51427-7_19

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DOI: 10.1007/978-3-319-51427-7_19

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