Identification of sectoral logistics service quality gaps by applying SERVQUAL method
Today, simply delivering a product to the right place at the right time is no longer enough. Customers demand more; they demand the full suite of logistics services. Customers thus seek higher-value and additional services, and more, which enable them to compete. Thus, the problem underlying analys...
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Vilnius Gediminas Technical University
2020-11-01
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doaj-79422cbd2b6f4d02b7c97007f899a10e2021-07-02T15:24:11ZengVilnius Gediminas Technical UniversityTransport1648-41421648-34802020-11-0135410.3846/transport.2020.13879Identification of sectoral logistics service quality gaps by applying SERVQUAL methodIeva Meidutė-Kavaliauskienė0Virgilija Vasilienė-Vasiliauskienė1Aidas Vasilis Vasiliauskas2General Jonas Žemaitis Military Academy of Lithuania, Vilnius, LithuaniaDept of Logistics and Transport Management, Vilnius Gediminas Technical University, Vilnius, LithuaniaGeneral Jonas Žemaitis Military Academy of Lithuania, Vilnius, Lithuania Today, simply delivering a product to the right place at the right time is no longer enough. Customers demand more; they demand the full suite of logistics services. Customers thus seek higher-value and additional services, and more, which enable them to compete. Thus, the problem underlying analysis is customers’ growing dissatisfaction with existing services and their quality. Quality of service no longer gives business entities a competitive edge. It is vital for companies to have different activities, to operate in different branches of the economy, and to work with different types of goods. However, despite these differences, they all want to obtain maximum satisfaction from logistics services. With this in mind, the purpose of this article is to present a study examining the impact of logistics service quality on the satisfaction of companies working with different categories of goods Results indicated that different logistics service users do not have the same requirements for logistics service quality. Moreover, it was proved that SERVQUAL method is suitable for identification of sectoral value gaps, which can be applied in practice assuring competitive advantage. https://www.bme.vgtu.lt/index.php/Transport/article/view/13879logisticsservicequalitySERVQUALtransport companyconcept |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Ieva Meidutė-Kavaliauskienė Virgilija Vasilienė-Vasiliauskienė Aidas Vasilis Vasiliauskas |
spellingShingle |
Ieva Meidutė-Kavaliauskienė Virgilija Vasilienė-Vasiliauskienė Aidas Vasilis Vasiliauskas Identification of sectoral logistics service quality gaps by applying SERVQUAL method Transport logistics service quality SERVQUAL transport company concept |
author_facet |
Ieva Meidutė-Kavaliauskienė Virgilija Vasilienė-Vasiliauskienė Aidas Vasilis Vasiliauskas |
author_sort |
Ieva Meidutė-Kavaliauskienė |
title |
Identification of sectoral logistics service quality gaps by applying SERVQUAL method |
title_short |
Identification of sectoral logistics service quality gaps by applying SERVQUAL method |
title_full |
Identification of sectoral logistics service quality gaps by applying SERVQUAL method |
title_fullStr |
Identification of sectoral logistics service quality gaps by applying SERVQUAL method |
title_full_unstemmed |
Identification of sectoral logistics service quality gaps by applying SERVQUAL method |
title_sort |
identification of sectoral logistics service quality gaps by applying servqual method |
publisher |
Vilnius Gediminas Technical University |
series |
Transport |
issn |
1648-4142 1648-3480 |
publishDate |
2020-11-01 |
description |
Today, simply delivering a product to the right place at the right time is no longer enough. Customers demand more; they demand the full suite of logistics services. Customers thus seek higher-value and additional services, and more, which enable them to compete. Thus, the problem underlying analysis is customers’ growing dissatisfaction with existing services and their quality. Quality of service no longer gives business entities a competitive edge. It is vital for companies to have different activities, to operate in different branches of the economy, and to work with different types of goods. However, despite these differences, they all want to obtain maximum satisfaction from logistics services. With this in mind, the purpose of this article is to present a study examining the impact of logistics service quality on the satisfaction of companies working with different categories of goods Results indicated that different logistics service users do not have the same requirements for logistics service quality. Moreover, it was proved that SERVQUAL method is suitable for identification of sectoral value gaps, which can be applied in practice assuring competitive advantage.
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topic |
logistics service quality SERVQUAL transport company concept |
url |
https://www.bme.vgtu.lt/index.php/Transport/article/view/13879 |
work_keys_str_mv |
AT ievameidutekavaliauskiene identificationofsectorallogisticsservicequalitygapsbyapplyingservqualmethod AT virgilijavasilienevasiliauskiene identificationofsectorallogisticsservicequalitygapsbyapplyingservqualmethod AT aidasvasilisvasiliauskas identificationofsectorallogisticsservicequalitygapsbyapplyingservqualmethod |
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