Purpose The purpose of this paper is to determine how customers from different market segments assess the quality of freight forwarding services, depending on the structure of services, as well as the mutual relation between the freight forwarder and the customers. Design/methodology/approach The research is based on the SERVQUAL model and surveys. The methodology for measuring the quality of logistics services in freight forwarding companies is developed. On the basis of the proposed methodology, the empirical research was conducted. The study includes 120 logistics professionals dealing with import and export trade flows who thereby use the services of freight companies. The verification of the SERVQUAL instrument, results and hypotheses are conducted using the factor analysis and ANOVA. Findings The results show that logistics service quality (LSQ) of freight forwarding companies in Serbia is not at a satisfactory level. Different market segments evaluate the level of quality of service in a different way. Also, customer exceptions and the level of quality depend on the structure of services, as well as the mutual relation between the freight forwarder and the customers. Research limitations/implications Empirical research and the results are limited to the Serbian market, and only one measurement tool. Practical implications The procedure and results of the research have practical applications and set the basis for the improvement of forwarding and logistics services. Originality/value This is one of the first papers dealing with the LSQ of freight forwarding companies in Serbia. Generally, the developed approach can be successfully applied on other markets, which adds value to this paper. New research hypotheses are developed and tested. In that manner, this paper makes contribution in measuring and improving the LSQ.

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Dynamic market and environmental changes greatly affect operating of logistics systems. Logistics systems have to realize their activities and processes in an efficient way. The main objective of this paper is to analyze different aspects of efficiency measurement in logistics and to propose appropriate models of measurement. Measuring efficiency in logistics is a complex process that requires consideration of all subsystems, processes and activities as well as the impact of various financial, operational, environmental, quality and other factors. The proposed models have a basis in the Data Envelopment Analysis method. They could help managers in decision making and corrective actions processes. The tests and results of the model show the importance of input and output variables selection.

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Strategic decision making is very important in logistics. One of the most important strategic decisions in logistics is the selection of distribution channels. This paper proposes the efficiency of distribution channels as one of the main selection criteria. The efficiency of distribution channels simultaneously affects logistics costs and customer satisfaction. Based on the main characteristics of the distribution channels, such as delivery time, service level, volume of business, the level of errors and the different cost categories in this paper the PCA-DEA approach for measuring the efficiency and selection of certain types of distribution channels is proposed. Model is tested on the numerical example. Results show the great capability of the proposed model.