Main Article Content
Starting from the findings of other authors that logistic service quality indeed affects customer satisfaction, the author of this paper wanted to examine whether this relation existed in the context of Serbian logistics practice. The research was conducted in October 2021 on a sample of 234 respondents who used the services of shipping companies from Serbia. Send questionnaires consisted of three general questions about demographic variables and sixteen closed-ended questions about the perceived service quality based on the dimensions of the SERVPERF model. The researchers assessed the correlation between variables by regression analysis. The results of the research confirm a significant positive correlation between the logistic service quality and customer satisfaction. Responsibility has been shown to have the greatest impact on customer satisfaction, while other characteristics of service quality - reliability and tangibles show a medium, and assurance and empathy almost insignificant positive correlation with customer satisfaction.
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Arslan, M., Iftikhar, M., & Zaman, R. (2014). Effect of service quality dimensions on customer satisfaction: A comparative analysis of Pakistan Telecom sector. Revista de Management Comparat International, 15(4), 440-460.
Bateson, J.E.G. & Hoffman, K.D. (2011). Services Marketing. South Western, Sydney.
Budiarta, S. I., & Fachira, I. (2017). Customer Loyalty: The effects of Service Quality and the Mediating Role of Customer Satisfaction, Study Case: PT Sabda Alam Hotel. Journal of business and management, 6(2), 250-261.Retrieved from: http://sibresearch.org
Caceres, R. C., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European Јournal of Мarketing, 41(7/8), 836-867. https://doi.org/10.1108/03090560710752429
Chen, K. K., Chang, C. T., & Lai, C. S. (2009). Service quality gaps of business customers in the shipping industry. Transportation Research Part E: Logistics and Transportation Review, 45(1), 222-237. https://doi.org/10.1016/j.tre.2008.02.005
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(3), 55-68. https://doi.org/10.1177%2F002224299205600304
Dabholkar, P. A. (1995). A contingency framework for predicting causality between customer satisfaction and service quality. Advances in Consumer Research, 22(1), 101-108.
Dharmadasa, S. A., & Gunawardane, N. (2017). Impact of service quality on customer satisfaction with special reference to mobile telecommunication industry of Sri Lanka, Journal of Marketing, 3(1), 26-58.
Eresia-Eke, C. E., Pretorius, E. M., Korkie, L. H., & Pretorius, M. (2020). Subliminal contributions of service quality dimensions to customer satisfaction in food delivery businesses. African Journal of Hospitality, Tourism and Leisure, 9(4), 655-668.
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of service quality on customer loyalty and customer satisfaction in islamic banks in the Sultanate of Oman. Sage Open, 10(2). https://doi.org/10.1177/2158244020919517
Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228. https://doi.org/10.1016/j.jsis.2010.05.001
Hays, J. M., & Hill, A. V. (2006). Service guarantee strength: The key to service quality. Journal of Operations Management, 24(6), 753-764. https://doi.org/10.1016/j.jom.2005.08.003
Huang, Ch. J., & Huang, K. P. (2012) The logistics capabilities scale for logistics service providers. Journal of Information and Optimization Sciences, 33 (1), 135-148. http://dx.doi.org/10.1080/02522667.2012.10700139 Huang, C. J., & Huang, K. P. (2012). The logistics capabilities scale for logistics service providers. Journal of Information and Optimization Sciences, 33(1), 135-148. https://doi.org/10.1080/02522667.2012.10700139
Ismail, A., & Yunan, Y. M. (2016). Service quality as a predictor of customer satisfaction and customer loyalty. LogForum, 12(4), 269-283. http://dx.doi.org/10.17270%2FJ.LOG.2016.4.7
Jayawardhena, C. (2010). The impact of service encounter quality in service evaluation: evidence from a business-to-business context. Journal of Business & Industrial Marketing, 25(5), 338-348. https://doi.org/10.1108/08858621011058106
Juga, J., Juntunen, J., & Grant, D., B. (2010). Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships. Managing Service Quality, 20(6), 496–510. https://doi.org/10.1108/09604521011092857
Kelkar, M. (2010). SERVDIV: A Vedic approach to measurement of service quality. Services Marketing Quarterly, 31(4), 420-433. https://doi.org/10.1080/15332969.2010.510722
Kersten, W., Koch, J. (2010). The effect of quality management on the service quality and business success of logistics service providers. International Journal of Quality & Reliability Management, 27(2), 185-200. https://doi.org/10.1108/02656711011014302
Kilibarda, M., & Andrejic, M. (2012, October). Logistics service quality impact on customer satisfaction and loyalty. In 2nd International Conference on Supply Chains (ICSC), Belgrade, Serbia.
Kilibarda, M., Zečević, S., & Vidović, M. (2012). Measuring the quality of logistic service as an element of the logistics provider offering. Total Quality Management & Business Excellence, 23(11-12), 1345–1361. https://doi.org/10.1080/14783363.2012.704279
Kuruuzum, A., & Koksal, C. D. (2010). The impact of service quality on behavioral intention in hospitality industry. International journal of business and management studies, 2(1), 9-15.
Lee, C. K., Yoon, Y. S., Lee, S. K. (2007). Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ. Tourism Management, 28(1), 204–214. https://doi.org/10.1016/j.tourman.2005.12.017
Li, M., Souffo, C. D., Lucien, A. K., Temgoua, D. F., Yulong, J., & Yang, Y. (2019). Impact of logistics service quality on customer satisfaction: evidence from cameroon. International Journal of Economics, Commerce and Management, 7(11), 333-351.
Liu, W. H., & Xie, D. (2013). Quality decision of the logistics service supply chain with service quality guarantee. International Journal of Production Research, 51(5), 1618-1634. https://doi.org/10.1080/00207543.2012.720390
Mai, D., & Cuong, D. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Mai, D. S., Hai, P. H., Cuong, D. T., & Khoi, B. H. (2021, March). PLS-SEM algorithm for the decision to purchase durian milk with seeds. In Journal of Physics: Conference Series (Vol. 1860, No. 1, p. 012013). IOP Publishing. https://doi.org/10.1088/1742-6596/1860/1/012013/meta
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14(5), 392-410. https://doi.org/10.1108/08876040010340937
Negi, R. (2009). Determining customer satisfaction through perceived service quality: A study of Ethiopian mobile users. International Journal of Mobile Marketing, 4(1), 31-38. http://dx.doi.org/10.1504/IJSOM.2010.035056
Nguyen, T. L. H., & Nagase, K. (2019). The influence of total quality management on customer satisfaction. International Journal of Healthcare Management, 12(4), 277-285. https://doi.org/10.1080/20479700.2019.1647378
Nugroho, S., Kempa, S., & Panjaitan, T. W. S. (2020). Logistic service quality and customer satisfaction to customer retention on rice producer industry. In SHS Web of Conferences (Vol. 76, p. 01048). EDP Sciences. https://doi.org/10.1051/shsconf/20207601048
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177%2F002224298504900403
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of Marketing, 58(1), 111-124. https://doi.org/10.1177%2F002224299405800109
Politis, Y., Politis, G., & Binioris, S. (2014). Logistics service quality and its effects on customer satisfaction in the manufacturing companies’ supply chains empirical evidence from Greece. Journal of Modelling in Management, 9(2), 215–237. https://doi.org/10.1108/JM2-05-2012-0016
Rahman, S., U. (2008). Quality management in logistics services: A comparison of practices between manufacturing companies and logistics firms in Australia. Total Quality Management & Business Excellence, 19(5), 535–550. https://doi.org/10.1080/14783360802018202
Rust, R. T., & Oliver, R. L. (1994). Service Quality: Insights and Managerial Implications from the Frontier. In: Rust, R.T. and Oliver, R.L., Eds., Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, 1-19. https://dx.doi.org/10.4135/9781452229102.n1
Donald, J. S., Ugur, Y., & Zeynep, B. (1998). Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship-oriented outcomes. International Journal of Service Industry Management, 9(2), 155-168. https://doi.org/10.1108/09564239810210505
Slack, N. J., G. Singh, & S. Sharma. (2020). The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions. International Journal of Quality and Service Sciences, 12 (3), 297-318. https://doi.org/10.1108/IJQSS-10-2019-0114
Sureshchandar, G. S. (2021). Quality 4.0–a measurement model using the confirmatory factor analysis (CFA) approach. International Journal of Quality & Reliability Management. https://doi.org/10.1108/IJQRM-06-2021-0172
Talib, F., Rahman, Z. (2010). Critical success factors of TQM in service organizations: a proposed model. Services Marketing Quarterly, 31(3), 363-380. https://doi.org/10.1080/15332969.2010.486700
Tapiero, C. S., & Kogan, K. (2007). Risk and quality control in a supply chain: competitive and collaborative approaches. Journal of the Operational Research Society, 58(11), 1440-1448. https://doi.org/10.1057/palgrave.jors.2602420
Vencataya, L., Pudaruth, S., Juwaheer, R., Dirpal, G., & Sumodhee, N. (2019). Assessing the impact of service quality dimensions on customer satisfaction in commercial banks of mauritius. Studies in Business and Economics, 14(1), 259-270. https://doi.org/10.2478/sbe-2019-0020
von Freymann, J. W., Cuffe, B. (2010). Consumer service quality assessments and future revenues in small businesses: A case study. Services Marketing Quarterly, 31(4), 381-419. https://doi.org/10.1080/15332969.2010.510720
Xie, G., Yue, W., Wang, S., & Lai, K. K. (2011). Quality investment and price decision in a risk-averse supply chain. European Journal of Operational Research, 214(2), 403-410. https://doi.org/10.1016/j.ejor.2011.04.036
Yee, R. W., Yeung, A. C., & Cheng, T. C. E. (2011). The service-profit chain: An empirical analysis in high-contact service industries. International Journal of Production Economics, 130(2), 236-245. https://doi.org/10.1016/j.ijpe.2011.01.001