THE EFFECT OF QUALITY IN CARGO SERVICES ON CUSTOMER SATISFACTION: A STUDY ON CARGO FIRMS
KARGO HİZMETLERİNDE KALİTENİN MÜŞTERİ MEMNUNİYETİNE OLAN ETKİSİ: KARGO ŞİRKETLERİNE YÖNELİK BİR UYGULAMA
Abstract
The aim of this research is to measure the effect of the service quality of cargo companies on customer satisfaction. Scanning model was used in the research. The main mass of the research is consumers who are served by cargo companies over 18 years of age residing in Istanbul city center. Because it is not possible to reach the whole mass and time is limited in terms of cost, 230 random sampling methods were chosen. SERVQUAL (Quality of Service) and Customer Satisfaction scales were used in the research.As a result of research, sub dimensions of service quality in cargo sector are determined as reliability, physical elements and empathy. In the survey, a meaningful relationship between the reliability and empathy dimensions of cargo companies and customer satisfaction has been determined. In order for the cargo companies to be able to provide customer satisfaction, it has been proposed to deliver the goods on time, accurately and without fault, and to understand the expectations and needs of the customers.
Keywords
Cargo, Service quality, Customer Satisfaction.
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