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Assessment of Customer Satisfaction in Logistic Operators

Kramarz M., Slupina M.

Logistics and Transport

2017

Vol. 35, No. 3

13--20

Among numerous factors which affect a company's success on the market, the customer satisfaction is an important element. This paper presents a proposal for customer satisfaction assessment procedures which takes into account customer segmentation. A survey was carried out among the customers of the Silesian branch of an international logistic operator. As a result, CSI was measured in selected segments, quality maps were prepared and logistic customer service elements requiring improvement were proposed.