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Combination of factors such as: properly organized logistics process, lack of nonconformities,\udtransport damages avoiding and transport in accordance Just In Time idea significantly reduces costs\udand streamlines the entire production process. This paper proposes the quality management tool for\udthe logistics services assessment based on the results obtained in the selected company operating in\udEastern Europe. Customers’ expectations and perceptions were compared using the SERVQUAL\udmethod that concerns the service quality assessment in five areas such as: materiality, reliability,\udpromptness, competency and empathy. The research method SERVQUAL allows assessing the\udservice quality level and identifying company areas that requires corrective actions within the\udimprovement process

Quality management tools applying in the strategy of logistics services quality improvement