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Serbian Journal of Management
2015, vol. 10, iss. 2, pp. 225-234
article language: English
document type: Original Scientific Paper
published on: 14/12/2015
doi: 10.5937/sjm10-8095
Quality management tools applying in the strategy of logistics services quality improvement
aKielce University of Technology, Faculty of Civil Engineering and Architecture, Department of Strength of Materials and Concrete Structures, Kielce, Poland
bCzestochowa University of Technology, Institute of Production Engineering, Częstochowa, Poland



'Improving quality of processes, products and services' BW615/201/07 supported by Polish Ministry of Science and Higher Education


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


service; logistics; quality management; improvement strategy; SERVQUAL


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