Measuring the Quality of Logistics Services for Individual Customers Using the Servqual Method With an Exemplary Company From the Cep Industry

Abstract

Logistics service is a key process performed by CEP enterprises. Measuring quality of service in companies from this branch of industry is a current priority that has to be achieved in order to adjust their offers to the current market requirements. This paper will indicate the possibilities of using the SERVQUAL method to measure the expected and perceived quality of logistics services offered to individual customers of shipping and forwarding companies, and also to identify areas for improvement. The study used the example of InPost LLC. The purpose of the study determined the research procedure, which included indirect research focused on the analysis of literature sources, and direct research conducted among individual customers who used the services of the research object. The SERVQUAL method enabled the formulation of a general rating of service quality, based on the discrepancies between quality as perceived and expected by survey participants, considering the significance of five dimensions.