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Logistics Services Satisfaction Survey: SERVQUA

In: Integrating Quality and Risk Management in Logistics

Author

Listed:
  • Marieta Georgieva Stefanova

Abstract

The chapter of the study presents the performed analysis of the logistics services satisfaction survey. It has been found that later the non-conformities in the logistics quality management system are identified and corrected, the more serious they are. The analysis is performed using the PLS-PM model captures the causal relationships of the study sample through arrows that start at a latent variable (factor) and point to the measured indicator variables. Results show that expected quality is the most important and effective latent variable. Customers were positive about the satisfaction of their requirements and the ability of logistics service providers to assess their expectations.

Suggested Citation

  • Marieta Georgieva Stefanova, 2022. "Logistics Services Satisfaction Survey: SERVQUA," Chapters, in: Marieta Georgieva Stefanova (ed.), Integrating Quality and Risk Management in Logistics, IntechOpen.
    • Handle: RePEc:ito:pchaps:263131
    DOI: 10.5772/intechopen.103754
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    File URL: https://www.intechopen.com/chapters/80785
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    More about this item

    Keywords

    logistics services satisfaction; PLS-PM;

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

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