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

Miloš Dašić

doi:10.5937/Oditor2202108D

Authors

Miloš Dašić Academy of Vocational Studies South Serbia, Department of Business School Blace, Serbia Author

DOI:

https://doi.org/10.5937/Oditor2202108D

Keywords:

quality of logistics services, SERVPERF model, user satisfaction, determinants of quality of logistics services

Abstract

The research was created as an attempt to discover the role of service quality in user satisfaction with the aim of a faster and more efficient response of logistics companies to their changing needs. In particular, before the research, the question was asked whether it is possible to predict their satisfaction on the basis of users' attitudes regarding the perceived quality of logistics services. In the research, a convenient sample of 234 respondents was used, which included users who used the services of freight forwarding companies from Serbia in recent years. The regression analysis technique was used to process the collected responses of respondents. The research results confirm a significant positive correlation between the quality of logistics services and customer satisfaction. The quality of logistics services is identified as a significant predictor of user satisfaction in Serbia. It was also shown that the greatest impact on user satisfaction is achieved by responsibility as an indicator of service quality according to the SERVPERF model. Other characteristics of service quality - reliability and tangible elements show medium, while security and empathy show less significant positive correlation with user satisfaction.

Downloads

Download data is not yet available.

References

Arslan, M., M. Iftikhar, and R. Zaman. 2014. Effect of service quality dimensions on customer satisfaction: A comparative analysis of Pakistan Telecom sector. Revista de Management Comparat International, 15(4):440.

Budiarta, IS, I. Fachira. 2017. Customer Loyalty: The effects of Service Quality and the Mediating Role of Customer Satisfaction, Case Study: PT Sabda Alam Hotel. Journal of business and management, 6/2: 250-261.

Caceres, RC, NG Paparoidamis. 2007. Service quality, relationship satisfaction, trust, commitment and business - to - business loyalty. European journal of marketing, 41(7/8): 836-867.

Chapman, R., L., C. Soosay, and J. Kandampully. 2003. Innovation in logistics services and the new business model: a conceptual framework. International Journal of Physical Distribution and Logistics Management, 33 (7): 630–650.

Chen, K., C. Chang, and C. Lai. 2009. Service quality gaps of business customers in the shipping industry. Transportation Research Part E, 45: 222–237.

Cronin, JJ, SA Taylor. 1992. Measuring service quality; and reexamination and extension. The Journal of Marketing, 56(3): 55-68.

Dabholkar, PA (1995). A contingency framework for predicting causality between customer satisfaction and service quality. ACR North American Advances.

Dharmadasa, SA, N. Gunawardane. 2017. Impact of Service Quality on Customer Satisfaction with Special Reference to Mobile Telecommunication Industry of Sri Lanka, 3(1): 26-58.

Eresia-Eke, CE, EM Pretorius, LH Korkie, and M. Pretorius. 2020. Subliminal contributions of service quality dimensions to customer satisfaction in food delivery businesses. African Journal of Hospitality, Tourism and Leisure, 9(4): 655-668.

Fida, BA, Ahmed, U., Al-Balushi, Y., Singh, D. (2020). Impact of service quality on customer loyalty and customer satisfaction in Islamic banks in the Sultanate of Oman. Sage Open, 10(2).

Gorla, N., TM Somers, and B. Wong. 2010. Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3): 207-228.

Hoang, DT, B. Igel, T. Laosirihongthong. 2010. Total quality management (TQM) strategy and organizational characteristics: Evidence from a recent WTO member. Total quality management, 21(9): 931-951.

Huang, B., T. Wang, and X. Xue. 2012. Service-selecting approach based on domain-specified 'Quality of Service' model and its application in logistics. The Service Industries Journal, 32 (9):1571–1588.

Huang, Ch., J., and KP Huang. 2012. The logistics capabilities scale for logistics service providers. Journal of Information and Optimization Sciences, 33 (1):135-148.

Huang, TCK 2012. Mining the change of customer behavior in fuzzy timeinterval sequential patterns. Applied Soft Computing, 12(3): 1068-1086.

Ismail, A., YM Yunan. 2016. Service quality as a predictor of customer satisfaction and customer loyalty. LogForum, 12(4): 269-283.

Jayawardhena, C. 2010. The impact of service encounter quality in service evaluation: evidence from a business - to - business context. Journal of Business & Industrial Marketing, 25(5): 338-348.

Kilibarda, M., and M. Andrejić. 2012. Logistics Service Quality Impact on Customer Satisfaction and Loyalty. Conference: 2nd Olympus International Conference on Supply Chains (ICSC 2012) At: Katerini, Greece.

Kilibarda, M., S. Zečević, M. Vidović. 2012. Measuring the quality of logistic service as an element of the logistics provider offering. Total Quality Management & Business Excellence, 23 (11-12): 1345–1361.

Li, M., CD Souffo, AK Lucien, DF Temgoua, J. Yulong, Y. Yang. 2019. Impact of logistics service quality on customer satisfaction: evidence from Cameroon. International Journal of Economics, Commerce and Management, VII(11): 333-351.

Liu, WH, D. Xie. 2013. Quality decision of the logistics service supply chain with service quality guarantee. International Journal of Production Research, 51(5): 1618-1634.

Mai, DS, PH Hai, DT Cuong, BH Khoi. 2021. PLS-SEM algorithm for the decision to purchase durian milk with seeds. In Journal of Physics: Conference Series, 1860(1): 012013.

McDougall, GH, T. Levesque. 2000. Customer satisfaction with services: putting perceived value into the equation. Journal of services marketing, 14(5), 392-410.

Meidutė, I., M. Litvinenko, and A. Aranskis. 2012. Logistics cooperation: integrated logistics services. Business: Theory and Practice, 13(4): 343- 351.

Negi, R. 2009. Determining customer satisfaction through perceived service quality: A study of Ethiopian mobile users, International Journal of Mobile Marketing, 4(1): 31-38.

Nguyen, TLH, K. Nagase. 2019. The influence of total quality management on customer satisfaction. International journal of healthcare management, 12(4): 277-285.

Nugroho, S., S. Kempa, WST Panjaitan. 2020. Logistic Service Quality and Customer Satisfaction to Customer Retention on Rice Producer Industry, SHS Web of Conferences, 76.

Parasuraman, A., VA Zeithaml, and LL Berry. 1994. Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of marketing, 58(1): 111-124.

Politis, Y., G. Politis, and S. Binioris. 2014. Logistics service quality and its effects on customer satisfaction in the manufacturing companies' supply chains empirical evidence from Greece. Journal of Modeling in Management, 9(2): 215–237.

Rust, RT, RL Oliver. 1994. Service Quality: Insights and Managerial Implications from the Frontier. In: Rust, RT and Oliver, RL, Eds., Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, 1-19.

Shemwell, DJ, U. Yavas, and Z. Bilgin. 1998. Customer - service provider relationships: an empirical test of a model of service quality, satisfaction and relationship - oriented outcomes. International journal of service industry management, 9(2): 155-168.

Slack, NJ, G. Singh, and S. Sharma. 2020. The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions. International Journal of Quality and Service Sciences, 12 (3): 297-318.

Supriyanto, A., BB Wiyono, and B. Burhanuddin. 2021. Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1): 19 -37.

Sureshchandar, GS 2021. Quality 4.0–a measurement model using the confirmatory factor analysis (CFA) approach. International Journal of Quality & Reliability Management. Vol. ahead-of-print No. ahead-of-print.

Thirunavukkarasu, A., VR Nedunchezian. 2019. Relationship between service quality and customer satisfaction in airlines industry. Academy of Marketing Studies Journal, 23(4): 1-12.

Vencataya, L., S. Pudaruth, R. Juwaheer, G. Dirpal, and N. Sumodhee. 2019. Assessing the impact of service quality dimensions on customer satisfaction in commercial banks of Mauritius. Studies in Business and Economics, 14(1): 259-270.

Wirtz, J. 2001. Improving the Measurement of Customer Satisfaction: A Test of Three Methods to Reduce Halo. Managing Service Quality, 11 (2): 99-111.

Woodall, T. 2001. Six Sigma and Service Quality: Christiam Gronroos Revisited. Journal of Marketing Management, 17: 595–60.

Yee, RW, AC Yeung, and TCE Cheng. 2011. The service-profit chain: An empirical analysis in high-contact service industries. International Journal of Production Economics, 130(2): 236-245.

Zairi, M. 2000. Managing customer satisfaction: a best practice perspective. The TQM Magazine, 12(6): 389–394.

Zeithaml, V., A., LL Berry, and A. Parasuraman. 1993. The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1):1–12.