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  1. 1 Logistics and Transport

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  1. 1 Kramarz M.

  2. 1 Slupina M.

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  1. 1 2017

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Assessment of Customer Satisfaction in Logistic Operators

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Kramarz M., Slupina M.
Logistics and Transport
|
2017
|
vol. 35
13-20
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.
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