COMPLETENESS METER IN LOGISTICS SERVICE QUALITY MANAGEMENT OF TRANSPORT COMPANIES

• Main Author: Marta Kadłubek
• Format: Article
• Language: English
• Published: Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia 2020-12-01
• Series: International Journal for Quality Research
• Subjects: completeness meter; logistics customer service; management; transport company
• Online Access: http://ijqr.net/journal/v14-n4/15.pdf

The meters for measurement of the quality of logistics customer service, selected according to the specificity of logistics tasks performed by the company allow for the analysis and assessment of the subsystem of logistics customer service. In the article, the results of the research carried out in 147 companies of road cargo transport for hire or reward in the area of southern Poland, in the Silesian Voivodeship, were presented. Taking into account the survey results concerning determinants of the scope of logistics customer service in the surveyed enterprises and the results of measurement of the meters of logistics customer service, specifying its level within the surveyed entities, measurement of the relationships between selected issues of both areas was carried out. One of the most important meters of logistics customer service in the perception of transport service providers was selected, i.e. completeness meter.