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2022, vol. 13, br. 1, str. 19-24
Uticaj kvaliteta usluge na zadovoljstvo kupaca u logističkoj praksi Srbije
aAcademy of Professional Studies South Serbia, Business School, Blace
bUniverzitet u Prištini sa privremenim sedištem u Kosovskoj Mitrovici, Ekonomski fakultet

e-adresadasicmil@yahoo.com
Ključne reči: kvalitet logističke usluge; SERVPERF model; zadovoljstvo korisnika; dimenzije kvaliteta usluge
Sažetak
Polazeći od nalaza drugih autora da kvalitet logističke usluge u velikoj meri utiče na zadovoljstvo korisnika, autori ovog rada su želeli da ispitaju da li ovaj odnos postoji u kontekstu srpske logističke prakse. Istraživanje je sprovedeno u oktobru 2021. godine na prigodnom uzorku od 234 ispitanika koji su koristili usluge špediterskih preduzeća iz Srbije. Poslati upitnici su se sastojali od tri opšta pitanja o demografskim varijablama i šesnaest pitanja zatvorenog tipa o percipiranom kvalitetu usluge na osnovu dimenzija SERVPERF modela. Korelacija između varijabli ispitivana je primenom regresione analize. Rezultati istraživanja potvrđuju značajnu pozitivnu korelaciju između kvaliteta logističke usluge i zadovoljstva korisnika. Pokazalo se da najveći uticaj na zadovoljstvo korisnika ostvaruje odgovornost, dok ostale karakteristike kvaliteta usluge - pouzdanost i opipljivost pokazuju srednju, a sigurnost i empatija gotovo beznačajnu pozitivnu korelaciju sa zadovoljstvom korisnika.
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O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/bizinfo2201019D
primljen: 28.02.2022.
revidiran: 09.03.2022.
prihvaćen: 26.03.2022.
objavljen u SCIndeksu: 27.07.2022.
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