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Measuring Service Quality in the Logistic Sector by Using Servqual and Best Worst Method

  • Delfin KolatEmail author
  • H. Ajlan Kökçü
  • Mete Kiranli
  • Melisa Özbiltekin
  • Yücel Öztürkoğlu
Conference paper
Part of the Lecture Notes in Mechanical Engineering book series (LNME)

Abstract

In this study, it is aimed to analyze the logistics service quality provided by freight forwarder logistics company in Izmir, Turkey. As in every sector, competition between companies is increasing day by day in the logistics sector. Therefore, all companies in the service sector must provide good and quality service in the face of increasing competition. In addition to the cost factor to attract limited customers in the market, logistics companies can also come to the fore with the service quality they offer. The service quality of a business depends on what the customer expects from that service and the extent to which their expectations are met. In the study, firstly, the expectations of the customers are analyzed from the quality service perspective and secondly, the quality of the company, which serves for the same quality indicators, has been tried to be measured. To achieve these aims, service quality (SERVQUAL) method will be used. Also, the Best Worst Method (BWM) will be used to find the weight of each logistics service quality dimensions with a mathematical model.

Keywords

Freight forwarder Service quality SERVQUAL Best Worst Method 

Notes

Acknowledgment

The study is prepared by Delfin Kolat, H.Ajlan Kökçü, Mete Kıranlı, Nazlı Ocak, Sinan Dağdelen, Fulya Ünlü in the context of senior design project in 2019.

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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Delfin Kolat
    • 1
    Email author
  • H. Ajlan Kökçü
    • 1
  • Mete Kiranli
    • 1
  • Melisa Özbiltekin
    • 1
  • Yücel Öztürkoğlu
    • 1
  1. 1.International Logistics ManagementYaşar UniversityIzmirTurkey

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