Assessment of Customer Satisfaction in Logistic Operators

• Authors: Kramarz Marzena , Slupina Maciej
• Languages of publication: EN

Abstracts

EN

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.

Keywords

EN

Customer Satisfaction Index; quality maps; logistics customer service

• Publisher: C.L. Consulting i Logistyka Sp. z o.o., Publishing House NDiO
• Journal: Logistics and Transport
• Year: 2017
• Volume: 35
• Pages: 13-20

Contributors

author

Kramarz Marzena

• Politechnika Śląska

author

Slupina Maciej

• Dachser Sp. z o.o.