The Analysis of the Consumer Satisfaction with the Quality of Logistics Services in the DPD Company

• Autorzy: Roman K. , Szawczuk D.
• Języki publikacji: EN

Abstrakty

EN

Customer service is one of the leading elements of modern logistics. The issues connected with the quality of services as well as to the level of customer service are the subject of interest of many researchers. Based on the literature of the subject, it can be safely stated that the most of the available papers focus on the theoretical aspect of this matter. Therefore, in the following work one can see an attempt of presenting the process of implementing logistic customer service based on one of the leading courier companies in Poland. Dynamic Parcel Distribution (hereinafter referred to as DPD) is a company that owns nearly 30% of shares in the Polish courier market. The significant position of the national leader in the courier service business obliges the company to conduct the responsible and efficient customer service that is adjusted to the demands of the buyers. The purpose of this study was to investigate how logistic customer service improves the relationship between company and its customers. The evaluation of research findings will result in proposing solutions that will aim to improve the processes connected with the customer service in the DPD Company.

Słowa kluczowe

EN

customer; service; logistic company

• Wydawca: Międzynarodowa Wyższa Szkoła Logistyki i Transportu we Wrocławiu
• Czasopismo: Logistics and Transport
• Rocznik: 2017
• Tom: Vol. 34, No. 2
• Strony: 33--40
• Opis fizyczny: Bibliogr. 8 poz., rys., tab.

Twórcy

autor

Roman K.

• Maria Curie-Skłodowska University (UMCS), Poland

autor

Szawczuk D.

• Siedlce University of Natural Sciences and Humanities, Poland

Bibliografia

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• [2] Collins A., Henchion M., O’Reilly P.; Logistics customer service: performance of Irish food exporters. International Journal of Retail & Distribution Management, vol. 29, no. 1, 2001.
• [3] Juga J., Juntunen J., Grant D. B.; Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships. Managing Service Quality: An International Journal vol. 20, no. 6, 2010.
• [4] Kavaliauskienė L. M., Aranskis A., Litvinenko M.; Consumer satisfaction with the quality of logistics services. Procedia – Social and Behavioral Sciences 110, 2014.
• [5] Leuschner R., Charvet F., Rogers D. S., A MetaAnalysis OF Logistics Customer Service. Journal of Supply Chain Management, vol. 41, no. 1, January 2013.
• [6] Pokusa T.; Logistyczna obsługa klienta i lojalność klienta jako orientacje rynkowe. Wydawnictwo Wyższej Szkoły Zarządzania i Administracji w Opolu, Opole 2001.
• [7] Steven A. B., Dong Y., Dresner M.; Linkages between customer service, customer satisfaction and performance in the airline industry: Investigation of non-linearities and moderating effects. Transportation Research Part E: Logistics and Transportation Review, vol. 48, no. 4, 2012.
• [8] Tilokavichai V., Sophatsathit P., Chandrachai A.; Establishing Customer Service and Logistics Management Relationship under Uncertainty. World Review of Business Research, vol. 2. no. 5. September 2012.

Uwagi

Opracowanie ze środków MNiSW w ramach umowy 812/P-DUN/2016 na działalność upowszechniającą naukę (zadania 2017).