Original scientific paper
THE IMPORTANCE OF LOGISTICS SERVICE QUALITY IN A BUSINESS-TO-BUSINESS MARKET
Bruno Završnik
Damjana Jerman
Abstract
The conceptualization and assessment of service quality continues to play an important role in marketing. The main aim of this paper is to study the perceived quality of service offered in the particular case of a logistics service organisation. We attempted to identify the gaps in logistical service offered in the samples of Croatian, Slovenian, Bosnian and Serbian and Montenegro enterprises. A comparative analysis discovered the differences and particularities linked to the specific markets regarding the importance and perceived characteristics of logistical services. While search quality factors can be assessed even before purchase, experience quality can be assessed only after purchase. Results indicate that consumers have evaluated the logistical service of logistics provider Intereuropa Ltd. Co. in terms of three major dimensions: on-time delivery, speed of delivery and the reliability of logistical services offered. In this paper, we explored the gaps in the logistical service offered in the samples of Croatian, Slovenian, Bosnian and Serbian and Montenegro enterprises. The study’s findings suggest a framework to develop measures to empirically assess logistical service quality.
Keywords
Hrčak ID:
19137
URI
Publication date:
10.6.2006.
Visits: 1.650 *