THE INFLUENCE OF THE QUALITY OF LOGISTICS SERVICES ON USER SATISFACTION IN SERBIA

Miloš Dašić

doi:10.5937/Oditor2202108D

Autori

Miloš Dašić Akademija strukovnih studija Južna Srbija, Odsek Visoka poslovna škola Blace, Srbija Author

DOI:

https://doi.org/10.5937/Oditor2202108D

Ključne reči:

kvalitet logističkih usluga, SERVPERF model, zadovoljstvo korisnika, determinante kvaliteta logističkih usluga

Apstrakt

Istraživanje je nastalo kao pokušaj otkrivanja uloge kvaliteta usluga u zadovoljstva korisnika u cilju bržeg i efikasnijeg odgovora logističkih kompanija na njihove promenljive potrebe. Posebno, pred istraživanje je postavljeno pitanje da li se na osnovu stavova korisnika u pogledu percipiranog kvaliteta logističkih usluga može predvideti njihovo zadovoljstvo. U istraživanju je korišćen prigodni uzorak od 234 ispitanika koji je obuhvatio korisnike koji su poslednjih godina koristili usluge špediterskih preduzeća iz Srbije. Za obradu prikupljenih odgovora ispitanika, korišćena je tehnika regresione analize. Rezultati istraživanja potvrđuju značajnu pozitivnu korelaciju između kvaliteta logističkih usluga i zadovoljstva korisnika. Kvalitet logističkih usluga se identifikuje kao značajan prediktor zadovoljstva korisnika u Srbiji. Pokazalo se takođe da najveći uticaj na zadovoljstvo korisnika ostvaruje odgovornost kao indikator kvaliteta usluga prema SERVPERF modelu. Ostale karakteristike kvaliteta usluga – pouzdanost i opipljivi elementi pokazuju srednje, dok sigurnost i empatija manje značajnu pozitivnu korelaciju sa zadovoljstvom korisnika.

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