Abstract
At the competitive market of service delivery in logistics, the companies seek to improve the quality in the provision of services. Thus this article had as objective to study the services quality assessment from a logistics company, proposing a review of the SERVQUAL model, adapted to measure the satisfaction of its main customers. For this it was made a conceptual map about themes, service features, logistics services, customer satisfaction and quality of services, through the exploratory techniques, bibliographical of qualitative nature. The adopted procedure for the research was a case analysis, whose collection of data was based in authors’ auto ethnography. The research showed that the model of customers satisfaction questionnaire used by the studied object company, did not meet the main structural dimensions of SERVQUAL model. The main results were fault identification at the customer’s feedback process and the proposal of a new questionnaire model, contributing for the company's services quality's efficiency.
Highlights
The market for provision of logistics services is experiencing a phase of great disputes between various companies, because factors such as the advance of technology has made possible the growth of the number of small and medium-sized companies in the most diverse segments
It is worth evaluating the companies that use tools with similar methodologies to SERVQUAL, verifying if they preserve the measurement of quality of services, since the use of the same by the companies is costly, because it presupposes the application of an extensive questionnaire before and after the provision of the service
In order to study the quality of the services of this logistics company, conceptual aspects of logistics services were addressed, with particular emphasis on the use of a quality services assessment, a questionnaire, which was adapted to company proposes, aiming to measure the satisfaction of its main customers in relation to its service delivery
Summary
The market for provision of logistics services is experiencing a phase of great disputes between various companies, because factors such as the advance of technology has made possible the growth of the number of small and medium-sized companies in the most diverse segments Many of these segments are providing services, making the client's difficult mission in choosing the best company to meet their needs, in many cases, tied to the quality of service provided. We analyse a fictitious company called DP, based on a real logistics company which provides services in logistics operations of handling and storage of bonded cargo, located in the city of Guarulhos We will compare this company's practices on measure the satisfaction of its clients with theoretical wellknown models, such as SERVQUAL model (PARASURAMAN; ZEITHAML; BERRY, 1988).
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