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Research on the determinants of service quality in the TSL logistics sector

Frąś Józef, Bednarczyk Monika

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2025

z. 217

59--72

Purpose: The aim of the publication is to present the concept of the modified SERVPERF method for examining the quality of services and to verify whether this method is suitable for examining the quality of logistics services in the TSL sector (transport, forwarding, logistics). Design/methodology/approach: Critical analysis of literature. Analysis of international litera- ture from the main databases and Polish literature as well as the authors' own research related to the research topic. Empirical research conducted aimed at leaders of TSL sector enterprises in the Wielkopolska and Lubuskie voivodeships, as well as the world of science, especially students of management, quality management, logistics and transport. The research was con- ducted at the turn of 2023/2024. The research method was the SERVPERF method modified by the authors to study the quality of logistics services in the TSL sector, the tool was an electro- nic questionnaire. Findings: The research results allowed us to determine the quality level of logistics services provided by leading TSL sector companies in the Wielkopolska and Lubuskie voivodeships using the modified SERVPERF research method and revealed areas that need to be improved in order to increase the quality of services provided and customer satisfaction. Research limitations/implications: The presented research on service quality is not compre- hensive due to the multi-faceted nature of the TSL sector. The presented results and formulated conclusions will provide important information for further modification of the SERVPERF research method and conducting proper research, so as to achieve objectivity and universality of the modified method in the study of service quality in the TSL sector. Practical implications: The presented results are a valuable source showing the quality level of logistics services in individual areas of the TSL sector. Originality/value: The results of the conceptual work provided a valuable modified research tool based on SERVPERF, and the research conducted using the modified method confirmed the usefulness of this method in examining the quality of TSL sector services.