Servqual Model for Measuring Quality of Freight Forwarding Services (original) (raw)

Abstract

Logistics service quality of freight forwarding companies in Serbia is analyzed in this paper. The measurement process is based on the SERVQUAL model. The factor analysis is used for testing and validation of the SERVQUAL model as well as for appropriateness determination in the observed sample. The survey was conducted on a sample of 126 customers. Interviewed customers are import and export logistics experts. The quality of logistics services is measured by the difference between customers' expectations and perceptions. The results show that quality of logistics service in freight forwarding companies is low.

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