Open AccessEvaluation of Transport Processes Quality with Servqual and TUL Methods
Author(s) -
Aleksander Sładkowski,
M. Cieśla,
Bartosz Krupa
Publication year - 2018
Publication title -
logi
Language(s) - English
Resource type - Journals
eISSN - 2336-3037
pISSN - 1804-3216
DOI - 10.2478/logi-2018-0019
Subject(s) - servqual , service quality , quality (philosophy) , process (computing) , customer satisfaction , process management , computer science , service (business) , knowledge management , business , marketing , philosophy , epistemology , operating system
The theoretical part of this article presents knowledge of selected methods used to study the quality level of basic processes. Authors paid particular attention to the Servqual method, which shows the differences that exist between the perceived and delivered quality of services provided by enterprises and the TUL method. The research part will show the Servqual and TUL analysis based on the processes of the existing transport company. The article is based on well-known methodology of Servqual and TUL analysis, which was adjusted to observation of transport processes of logistics service provider. The main scientific goal of the paper was to examine the effectiveness of the methodology used on the example of a transport company and comparison of methods utility. The improvement of the transport process will increase the level of customer satisfaction, and this is the first step to increase the number of transport orders received.