Measurement of logistics service quality in freight forwarding companies:A case study of the Serbian market

Abstract

© Emerald Group Publishing Limited. Purpose - The purpose of this paper is to determine how customers from different market segments assess the quality of freight forwarding services, depending on the structure of services, as well as the mutual relation between the freight forwarder and the customers. Design/methodology/approach - The research is based on the SERVQUAL model and surveys. The methodology for measuring the quality of logistics services in freight forwarding companies is developed. On the basis of the proposed methodology, the empirical research was conducted. The study includes 120 logistics professionals dealing with import and export trade flows who thereby use the services of freight companies. The verification of the SERVQUAL instrument, results and hypotheses are conducted using the factor analysis and ANOVA. Findings - The results show that logistics service quality (LSQ) of freight forwarding companies in Serbia is not at a satisfactory level. Different market segments evaluate the level of quality of service in a different way. Also, customer exceptions and the level of quality depend on the structure of services, as well as the mutual relation between the freight forwarder and the customers. Research limitations/implications - Empirical research and the results are limited to the Serbian market, and only one measurement tool. Practical implications - The procedure and results of the research have practical applications and set the basis for the improvement of forwarding and logistics services. Originality/value - This is one of the first papers dealing with the LSQ of freight forwarding companies in Serbia. Generally, the developed approach can be successfully applied on other markets, which adds value to this paper. New research hypotheses are developed and tested. In that manner, this paper makes contribution in measuring and improving the LSQ.